Senior Community Ops Specialist — Multimodal Support

Uber Technologies Inc.; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Uber Technologies Inc. in Dubai seeks a COE Specialist II to tackle complex rider, driver, and merchant issues in a fast-paced environment.

You will navigate high-stakes situations with empathy and precision, delivering high-quality support via phone, chat, and email while resolving escalations and driving continuous improvements in global workflows. You thrive when you take ownership of the customer experience in a fast-moving tech setting, embracing ambiguity and making impactful decisions

Qualifications

• Proficiency in Arabic (Egyptian dialect) and English.
• 1+ year of experience in a high-volume retail, hospitality, or contact center.
• Must be able to work from the designated Uber location.
• Experience operating across multiple communication modalities (phone, chat, and email).
• Proven ability to stay resilient and calm in high-pressure situations.
• Experience with stakeholder management and influencing internal teams to resolve blockers.
• Strong systems thinking and ability to identify efficiency gaps in workflows.
• Passion for the Uber platform and shaping the future of real-world movement.

Responsibilities

• Navigate complex non-standard customer issues across multiple modalities, translating uncertainty into clarity.
• Deliver empathetic and high-quality support through ticket-based and phone-based interactions, resolving escalations.
• Perform root cause analysis on recurring issues and present actionable findings to leadership.
• Identify and elevate emerging patterns in ticket types to unblock the team and improve workflows.
• Balance speed with accuracy in a high-volume environment to meet performance goals.
• Collaborate cross-functionally to resolve blockers and build long-term trust with the community.

Skills

Bilingual English-Arabic

Multimodal support

Stakeholder management

Calm under pressure

Problem solving

Empathy

Job description

Uber Technologies Inc. in Dubai seeks a COE Specialist II to tackle complex rider, driver, and merchant issues in a fast-paced environment.

You will navigate high-stakes situations with empathy and precision, delivering high-quality support via phone, chat, and email while resolving escalations and driving continuous improvements in global workflows. You thrive when you take ownership of the customer experience in a fast-moving tech setting, embracing ambiguity and making impactful decisions