Insights Program Specialist - SQL Specialist

Uber; São Paulo; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An innovative company seeks a Community Operations Specialist to enhance customer interactions and support processes. This role involves analyzing data to identify areas for improvement, ensuring high-quality service delivery, and acting as a key resource for stakeholders. The ideal candidate will be passionate about customer support, possess advanced SQL skills, and thrive in a collaborative environment. Join a forward-thinking team dedicated to transforming the customer experience and driving operational excellence. Your contributions will directly impact the quality of support provided to riders and drivers, making a real difference in the community.

Qualificações

• Proficiency in English and understanding of customer support environments.
• Data-driven mindset and advanced SQL skills are essential.

Responsabilidades

• Ensure high-quality review processes for regional initiatives.
• Act as a Subject Matter Expert, identifying trends and guiding improvements.

Conhecimentos

Advanced SQL

Data Analysis

Communication Skills

Customer Support Knowledge

Teamwork

Leadership Skills

Excel Proficiency

Data-driven Mindset

Formação académica

Degree in Business Administration

Degree in Engineering

Ferramentas

Quality Tools (Six Sigma)

Excel

Descrição da oferta de emprego

About the Role

Community Operations, Global Community Operations in Costa Rica at Uber, focuses on providing exceptional support that builds trust with riders and partners. We aim to deliver high-quality service efficiently and effectively.

Community Operations Specialists assist and educate both riders and drivers. Customer Support Representatives resolve issues and turn dissatisfied users into advocates. The COE Project Analyst ensures the deployment of new regional projects maintains high quality and prioritizes customer needs.

The ideal candidate for the Insights+ Program Specialist role is an expert in our Insights Methodologies and E2E Support processes. They are passionate about delivering top-tier support by enhancing customer interactions through process improvements. This role involves creating insights, monitoring regional projects, identifying root causes of issues, and ensuring excellent support experiences while boosting support team performance across the region.

What you will do

• Ensure high-quality review processes for LatAm’s methodologies on regional initiatives, including deep dive analyses.
• Become an expert on support processes and recommend improvements based on customer satisfaction and operational data.
• Identify root causes and areas for improvement in training, processes, and policies.
• Gather process insights to inform quality enhancements and support business and product decisions.
• Provide quality intelligence to stakeholders to improve support effectiveness.
• Apply E2E Methodology to ensure high agent and customer satisfaction, optimizing tools, policies, and channels.
• Remain available to clarify program details and support team needs during assigned shifts.
• Monitor channels, manage outages, shadow processes, and facilitate stakeholder meetings to ensure program efficiency and quality of information.
• Act as a Subject Matter Expert, identifying trends and guiding team improvements.

Basic qualifications

• Proficiency in English.
• Understanding of customer support environments.
• Data-driven mindset.
• Advanced SQL skills.
• Customer-centric approach, understanding the impact of process gaps.
• Excellent reading comprehension and writing skills to connect user requests with solutions.
• Strong communication skills to keep stakeholders informed.
• Passion for helping others and exceeding customer expectations.
• Ability to provide actionable feedback using qualitative and quantitative data.
• Teamwork skills and ability to contribute to a collaborative environment.
• Data analysis and presentation skills.
• Leadership and organization skills for managing projects and tasks.
• Intermediate proficiency in Excel.

Preferred Qualifications

• Degree in Business Administration, Engineering, or currently pursuing such degrees.
• Knowledge of Quality tools (Six Sigma) and Customer Experience (CX).

We welcome applicants from diverse backgrounds eager to help create a future where everyone and everything can move independently. If you are curious, passionate, and collaborative, join us to move the world forward together.

Office presence is expected unless remote work is officially approved. Please consult with your recruiter for specific in-office requirements for this role.

*Accommodations are available for religious, medical, or legal reasons. Contact [e-mail] to request support.