Senior Support Specialist - Bilingual: English and Spanish

Uber; Lisboa; On-site; EUR 35,000 - 52,000; Full time

Job summary

United States Digital Space LLC in Lisbon is seeking a COE Specialist II to deliver premium, white-glove support for high-value riders, chauffeurs, and executive customers. You will own issues from identification to resolution, coordinating with partners and cross-functional teams to preserve trust and service continuity.

This role requires strong judgment, hospitality mindset, and fluency in Spanish and English for phone-based interactions; prior experience in premium or concierge services is

Qualifications

• Professional proficiency in Spanish and English for phone-based customer interactions.

Responsibilities

• Deliver polished, high-touch phone support to high-value riders and chauffeurs using established service standards.
• Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.
• Manage complex trip disruptions, including driver cancellations and delayed arrivals.
• Preserve or recover customer trips while balancing needs with operational constraints.
• Coordinate with cross-functional teams to facilitate service recovery and special requests.
• Escalate time-sensitive situations appropriately and communicate insights to stakeholders.

Skills

Spanish

English

Job description

About the Role

As a COE Specialist II, you will deliver a premium, white-glove support experience for high-value riders, chauffeurs, and executive customers.

This role extends beyond traditional customer support. You will act as a concierge and customer advocate, helping preserve rider confidence, recover service failures, and coordinate solutions across operational partners. Whether supporting active trips, facilitating special requests, or conducting proactive outreach, you will take ownership from issue identification through resolution.

Success in this role requires strong judgment, clear communication, operational agility, and a hospitality-first mindset.

What You’ll Do

• Deliver polished, high-touch phone support to high-value riders and chauffeurs using established service standards, communication frameworks, and escalation guidance.
• Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.
• Manage complex trip disruptions, including driver cancellations, delayed arrivals, special requests, and other operational exceptions.
• Work to preserve or recover customer’s trip whenever possible while balancing customer needs with operational constraints.
• Conduct proactive outreach when early intervention could prevent a service failure or improve the customer outcome.
• Support live trip triage in partnership with relevant cross-functional teams.
• Coordinate with relevant partners to facilitate service recovery and special requests.
• Escalate time-sensitive or high-priority situations appropriately while remaining accountable through resolution.
• Communicate recurring customer pain points, operational insights, and process gaps to relevant stakeholders.
• Support the testing and adoption of new processes and operational enhancements.
• Maintain strong knowledge of evolving procedures, service offerings, and support expectations.
• Handle sensitive customer and trip information with appropriate discretion and care.

Basic Qualifications

• Professional proficiency in Spanish and English for phone-based customer interactions.

Preferred Qualifications

• Experience supporting executive, VIP, premium, or luxury customer segments.
• Experience in hospitality, concierge services, premium transportation, travel, or customer operations.
• Experience managing complex customer-recovery situations.
• Previous experience delivering high-touch support by phone.

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 the company’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. Ask your Recruiter for details about this role’s requirements.

The company 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.