Senior COE Specialist I

Uber; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Uber in Hong Kong is hiring for an L4+ incident lead who owns complete incidents, coordinating with riders, partners, and internal teams to resolve escalations. The role requires direct communication with affected parties and managing social media escalations while upholding policy adherence.

The candidate will document incidents thoroughly, perform root-cause analysis, and collaborate across departments. A 40-hour work week with a 50/50 hybrid office setup is expected.

Qualifications

• Graduate in any stream.
• At least 2 years of customer service and phone support experience.
• Professional communication skills (verbal and email).
• Problem solving, critical thinking and attention to detail.
• Stakeholder management and decision-making abilities.
• Excellent spoken and written English plus Mandarin.
• Able to handle all support channels (email, chat, phone).
• Willing to work in rotating shifts (40 hours/week).

Responsibilities

• Work on critical incidents for safety and non-safety issues, providing customer support via email and phone.
• Document incidents and collaborate with partners to resolve them.
• Handle social media escalations on platforms like Facebook and Twitter.
• Audit process and policy adherence by investigators.
• Analyze data and perform root cause analyses for high-level cases.
• Coordinate with internal teams to ensure efficient operations.
• Maintain relationships with key stakeholders and cross-functional partners.
• Represent the team in meetings with external stakeholders.
• Contribute to building the team and the organization for long-term success.
• Work in a hybrid setup with 50% in-office and 50% remote.

Skills

Customer service

Problem solving

Stakeholder management

Decision making

Strong communication

English & Mandarin

Education

Graduate in any stream

Job description

About the Role

L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization.The team detects early signs of brand risk and minimizes the damage against the negative consequences of the same. It not only affects the smooth functioning of the organization but also poses a threat to the brand name.

The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to communicate with them directly.

What the Candidate Will Do

• Work on critical incidents for both safety and non-safety issues reported by all the users, while providing world-class customer support through emails and phone calls.
• Document all incidents & Collaborate with partners and work towards any solution ideal for the incident.
• Handle Social Media Escalations when someone reports on Facebook/Twitter
• Audit the correct application of process and policy by the investigating agent
• Analyzing data and creating root cause analysis of high-level cases to identify areas for improvement.
• Conducting project and program evaluations and providing feedback to help the team improve skills and abilities.
• Coordinating with other departments and teams within the organization to ensure that the teams are working effectively and efficiently.
• Managing and maintaining relationships with key stakeholders and cross-functional partners.
• Representing the team and the organization in meetings and discussions with external stakeholders.
• Contribute to building the team and the organization for long term success
• Work in a hybrid set up - at least 50% of time in office and 50% of the time at home

Basic Qualifications

• Graduate in any stream
• At least 2 years of customer service and phone support experience
• Professional communication skills (verbal and email writing)
• Problem solving & critical thinking + detail oriented
• Stakeholder management
• Decision making
• Should be able to document all incidents in detail following format and logic
• Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
• Outstanding spoken and written of English and a local language (Mandarin)
• Open to all modes of support (email, chat and phone support)
• Willingness to work in shifts (rotating day shifts, rotating weekend offs. Total working hours will be 40 hours a week, 5 days, 8 working hours each day)

Preferred Qualifications

• Ability to stay calm under high pressure situations
• Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations
• Project management skills

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

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.

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.