Merchant Expert COE Specialist II

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

About the role and team

We are seeking a highly motivated and detail-oriented Customer Service Specialist to join our Merchant Expert team.This is not a typical reactive support role, you’ll take ownership of merchant relationships, anticipate issues before they arise, and go the extra mile to ensure exceptional outcomes. You’ll handle high-impact situations, including escalations from account managers and complex restaurant ownership changes, with confidence and care. Success in this role means picking up the phone before problems escalation, driving retention with strategic outreach, and finding win-win solutions that strengthen partnerships. We want someone who thrives on solving challenges, communicates with clarity, negotiates effectively, and takes pride in exceeding merchant expectations.

What you’ll do

• Escalation Management: Act as the POC for merchant escalations from account managers. Take full ownership, investigate, find root causes, and resolve complex issues effectively. This includes both outbound and in some cases possible inbound calls to resolve issues.
• Collaborate: cross-functionally with Central and Ops teams and AM’s to resolve merchant/process issues and drive satisfaction
• Change of Ownership Process & Proactive Account Management: Own the end-to-end process for restaurant change of ownerships. This includes:
  • Initiating contact with the new and previous owners. (call to explain COO process and set correct expectation regarding timeline & comm)
  • Collecting, verifying, and processing all necessary legal and financial documentation in a timely manner.
  • Coordinating with internal teams (e.g., Legal, Finance, Onboarding) to ensure a smooth transition.
  • Proactively managing communication with all parties to prevent delays and provide status updates.
  • Handle all interactions with merchants in an account management style, focusing on building long-term relationships and ensuring their continued success on our platform.
  • Utilise outbound calls as a primary tool to ensure high-touch service, confirm satisfaction, and expedite the return of documents and completion of tasks.
  • Anticipate merchant needs and proactively offer solutions before issues are reported.
• Basic Churn Management:
  • Utilise basic churn management training to identify at-risk merchants and implement strategies to retain them, particularly during periods of transition or high-stress escalations.
  • Address and resolve concerns that could lead to merchant churn, turning negative experiences into positive outcomes.
• Documentation & Reporting:
  • Maintain meticulous records of all merchant interactions, ownership changes, and escalation resolutions in Bliss/Salesforce
  • Provide clear, regular updates to account managers and leadership on active cases.
  • Surface patterns and recurring issues to improve processes and enhance our product offering.
    

Basic 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.
• Outstanding work ethic, attention to detail and curiosity
• Ability to adapt to a constantly evolving fast‑paced environment
• Speed, resourcefulness, and go‑getter attitude.
• Highly responsive and data‑oriented attitude, able to take the initiative and maintain high‑quality relationships with all kinds of partners
• Proven experience handling complex, escalated customer issues with successful outcomes.
• Demonstrated ability to manage multiple priorities and projects simultaneously in a fast‑paced environment.
• Strong problem‑solving and analytical skills, with the ability to troubleshoot issues independently and take initiative to find effective solutions.
• Comfortable using outbound calls to build relationships and meet goals.
• Work well with others, sharing knowledge and ideas to improve processes, enhance user experiences, and create a better work environment.

What we offer

• The opportunity to make a significant impact on our merchant partners' success.
• A collaborative and supportive team environment.
• Opportunities for professional growth and development within the company.
• Shift pattern: 7 days rotation within a shift pattern of 8am to 7pm
  

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 Uber'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.

Uber 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.