Senior VIP Support Concierge Specialist

Uber; Almada; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

In-office 50% time

Job summary

Uber is seeking a Senior Support Specialist to deliver premium, white-glove support for high-value riders, chauffeurs, service partners, and executive customers. You will own issues from identification through resolution with empathy and precision.

You will triage incidents, process escalations, coordinate with Care, Operations, Supply, and Tech, and drive continuous improvement while handling sensitive information with discretion and care.

Qualifications

• At least 1 year of experience in a customer care specialist, senior customer support, escalations, or service operations role.
• Professional proficiency (B2-C1) in written and spoken English and Spanish.
• Proven ability to handle complex queries, complaints, and escalations with ownership and professionalism.

Responsibilities

• Deliver polished, high-touch, premium customer support to high-value clients and partners across channels.
• Build trust through empathy, clear communication, proactive problem-solving, and end-to-end ownership.
• Manage complex service disruptions, including cancellations, delays, and special requests.
• Take ownership from initial assessment through resolution, establishing facts and restoring confidence.
• Review and process compensation requests accurately and promptly.
• Coordinate with cross-functional teams for triage and resolution.
• Lead communication during technical issues or system unavailability.

Skills

Customer care

Escalations management

Premium support

Communication

Stakeholder collaboration

Job description

Uber is seeking a Senior Support Specialist to deliver premium, white-glove support for high-value riders, chauffeurs, service partners, and executive customers. You will own issues from identification through resolution with empathy and precision.

You will triage incidents, process escalations, coordinate with Care, Operations, Supply, and Tech, and drive continuous improvement while handling sensitive information with discretion and care.