Community Support Specialist SME Mandarin Speaker

Uber; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading ride-hailing company in Kuala Lumpur is seeking a Subject Matter Expert to investigate safety reports. This role involves review compliance, analyze evidence, and implement quality assurance evaluations. Candidates should have experience in customer support and strong problem-solving skills, as well as proficiency in English and Mandarin. This position offers an opportunity to influence safety standards and improve processes in a dynamic environment.

Qualifications

• At least 1 year of customer support experience handling sensitive issues.
• Experience in a highly detail-oriented environment.
• Passion for driving quality and process improvement.

Responsibilities

• Perform targeted reviews to ensure compliance by examining safety reports.
• Review and provide recommendations for taxonomy improvements.
• Develop case details, analyze evidence, and present recommendations.

Skills

Customer support experience

Attention to detail

Quality and process improvement

Emotional intelligence

Communication skills

Problem-solving skills

Critical thinking skills

Bilingual proficiency (English and Mandarin)

Job description

About the role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Our team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as report accurate data and insights to improve safety for all of Uber's customers.

We’re looking for a Subject Matter Expert to investigate safety reports and categorizing these reports as per the Uber standard. By evaluating safety insights to ensure the safety support offered provides correct resolution by investigators, the proper mechanics are followed, and by identifying the strengths and weaknesses of individual performers.

The Subject Matter Expert is a methodical but creative thinker, who has a love of large multi-partner initiatives that require them to innovate, influence, and think both strategically and tactically. The individual must thrive in the type of environment that is ambiguous, fast-paced, and constantly changing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.

What you’ll do

1. Perform targeted reviews in order to ensure compliance by examining safety reports
2. Review and provide recommendations for taxonomy improvements with a regional focus
3. Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
4. Work on assigned escalations through the Jira queues and met SLA expectations
5. Conduct high priority investigations requiring subject matter expertise
6. Develop and implement quality assurance evaluations, including creating QA-internal agreements and managing dispute processes.
7. Contributes to team effort by accomplishing related results as needed
8. Maintain focus on data integrity and producing work of the highest quality
9. Draft proposals for taxonomy changes and improvements.
10. Work with stakeholders across CommOps and Safety teams. Lead team sessions and bi-weekly meetings, including creating and presenting the necessary decks.
11. Identify and promote continuous improvement opportunities in training, process, and policies
12. Participate or lead projects or initiatives for continuous improvement
13. Support agents with quick questions that can be answered without an escalation needed
14. Coordinate with the Knowledge team to turn quality data into learning opportunities for both new and tenured auditors. Think strategically to drive initiatives which improve support quality, site calibration & deliver business insight from review results
15. Constantly monitor the queue to maintain the SLA under control based on a strategy previously defined.

SME Focus: Provides support to the agents in the attention of cases, monitors the queue and assignment of cases, provides communications to the team about updates, refresh or training to the team, follows up on line projects.

Qualifications

• Required Hard Skills and Experience: At least 1 year of customer support experience handling sensitive issues
• Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
• Passion for driving quality and process improvement. Confident presenting feedback and findings to stakeholders
• Required Soft Skills: Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
• Bilingual proficiency in English and Mandarin
• Engage and collaborate regularly with locally based stakeholders and cross-functional teams to support business reviews, continuous improvement initiatives, and problem resolution
• Applicants must be eligible to work in Malaysia without visa sponsorship.

*The process will start with an online assessment, followed by zoom interviews.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [e-mail].