Autonomous Vehicles Senior Specialist

Uber; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

Uber seeks a COE Specialist II in Dubai to tackle complex rider/driver/merchant issues with empathy and precision. You will handle tickets, calls, and escalations, driving root-cause analysis and cross-functional collaboration.

You will thrive in a fast-moving environment, owning the customer experience and shaping scalable support workflows for millions of users.

Qualifications

• Proficiency in Arabic (Egyptian dialect) and English.
• 1+ year in a high-volume retail, hospitality, or contact center.
• Ability to work from the designated Uber location.
• Experience across multiple communication modalities (phone, chat, email).
• Strong resilience in high-pressure situations.
• Experience with stakeholder management and influencing teams.
• Strong systems thinking to identify efficiency gaps.

Responsibilities

• Navigate complex, non-standard issues across multiple modalities.
• Provide empathetic support via ticket-based and phone-based interactions.
• Perform root cause analysis and present findings to leadership.
• Identify emerging patterns to unblock the team and improve workflows.
• Balance speed with accuracy in a high-volume environment.
• Collaborate cross-functionally to resolve blockers and build trust.

Skills

Arabic (Egyptian dialect)

English

Customer support

Stakeholder management

Resilience

Cross-functional collaboration

Tools

Ticketing systems

Phone systems

Job description

Job Description:

About The Role And Team

Community Operations at Uber is where real people solve real problems in real time. As a COE Specialist II, you will be at the heart of our customer support engine, tackling complex issues for riders, drivers, and merchants that don't always have a clear script. This isn't just about clearing a queue; it's about navigating high-stakes situations with a mix of empathy and clinical precision to ensure our community feels supported even when things get messy.

The pace here is intense and the environment is constantly evolving. You'll thrive if you are a steady problem-solver who can stay calm under pressure and move with urgency without sacrificing care. We are looking for people who take ownership of the customer experience, embrace the ambiguity of a fast-moving tech environment, and are motivated by the tangible impact of helping millions of people move safely every day.

What You'll Do

• Navigate complex, non-standard customer issues across multiple modalities, translating uncertainty into clarity for riders, drivers, and merchants.
• Deliver empathetic and high-quality support through both ticket-based and phone-based interactions, resolving escalations where the path forward isn't predefined.
• Perform root cause analysis on recurring issues and present actionable findings to leadership to improve the platform at scale.
• Identify and escape emerging patterns in ticket types to help unblock your team and improve global support workflows.
• Balance speed with accuracy in a high-volume environment, making fast and thoughtful decisions to meet performance goals.
• Collaborate cross-functionally to resolve blockers and ensure we are building long-term trust with our community.

Basic Qualifications

• Proficiency in Arabic (Egyptian dialect) and English is required, demonstrating clear verbal and written communication.
• 1+ year of experience in a high-volume retail, hospitality, or contact center environment, operating in multiple digital modalities, software tools, and demonstrating general computer skills.
• Must be able to work from the designated Uber location.
• Experience operating across multiple communication modalities (e.g., phone, chat, and email).
• Proven ability to stay resilient and calm in emotionally charged or high-pressure situations.
• Experience with stakeholder management and influencing internal teams to resolve customer blockers.
• Strong systems thinking approach with a knack for identifying efficiency gaps in workflows.
• Passion for the Uber platform and a deep interest in shaping the future of real-world movement.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.