COE Specialist II: Customer Experience Pro

Uber; Mabalacat; On-site; PHP 420,000 - 540,000; Full time

Job summary

Uber is seeking a COE Specialist II to tackle complex rider, driver, and merchant issues across multiple channels in a fast-paced Center of Excellence environment. You will resolve escalations, perform root-cause analysis, and drive improvements with leadership to ensure scalable support and community trust.

The role emphasizes empathy, precision, quick decision-making, and collaboration with cross-functional teams to enhance the customer experience in a dynamic tech landscape.

Qualifications

• 1+ year of experience in a high-volume retail, hospitality, or contact center environment.
• Experience operating across multiple communication modalities (phone, chat, email).
• 1+ years of experience operating in multiple digital modalities and basic computer skills.
• Proficiency in the required local language, with clear verbal and written communication.

Responsibilities

• 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 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 elevate 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.

Job description

Uber is seeking a COE Specialist II to tackle complex rider, driver, and merchant issues across multiple channels in a fast-paced Center of Excellence environment. You will resolve escalations, perform root-cause analysis, and drive improvements with leadership to ensure scalable support and community trust.

The role emphasizes empathy, precision, quick decision-making, and collaboration with cross-functional teams to enhance the customer experience in a dynamic tech landscape.