Merchant Experience & Escalations Lead

Uber; Şile; On-site; TRY 180,000 - 300,000; Full time

Benefits offered by this job

Bonuses

Equity

Job summary

Uber is seeking a Customer Service Specialist for its Merchant Expert team in Turkey. You will own merchant escalations, manage end‑to‑end restaurant ownership changes, and collaborate with internal teams to drive merchant retention and satisfaction.

You will handle high‑impact issues, communicate clearly, and build long‑term partnerships with merchants while maintaining meticulous records and proactive outreach. This role emphasizes high‑touch service and accountability.

Qualifications

• Proficiency in Turkish and English.
• Minimum of 6 months experience in a customer service, account management, or merchant support role.
• Exceptional verbal and written communication skills with a professional and empathetic tone.
• Ability to adapt to a constantly evolving fast‑paced environment.
• Experience handling complex, escalated merchant issues with successful outcomes.
• Strong problem‑solving and analytical skills, with the ability to troubleshoot issues independently.

Responsibilities

• Escalation management: act as the POC for merchant escalations from account managers and resolve complex issues.
• Collaborate cross-functionally with Central and Ops teams and AMs to resolve merchant issues and drive satisfaction.
• Own end-to-end Change of Ownership process for restaurant changes, coordinating with owners and internal teams.
• Proactively manage communication with all parties to prevent delays and provide status updates.
• Maintain meticulous records of all merchant interactions in Bliss/Salesforce and provide regular updates to leadership.
• Identify patterns and recurring issues to improve processes and product offerings.

Skills

Turkish

English

Customer service

Communication

Problem solving

Data oriented

Relationship building

Job description

Uber is seeking a Customer Service Specialist for its Merchant Expert team in Turkey. You will own merchant escalations, manage end‑to‑end restaurant ownership changes, and collaborate with internal teams to drive merchant retention and satisfaction.

You will handle high‑impact issues, communicate clearly, and build long‑term partnerships with merchants while maintaining meticulous records and proactive outreach. This role emphasizes high‑touch service and accountability.