Merchant Success Lead — Ownership & Escalations

Uber Technologies Inc.; Fatih; On-site; TRY 180,000 - 260,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber Technologies Inc. is seeking a Customer Service Specialist to join the Merchant Expert team.

You will own merchant escalations, collaborate with Central and Ops teams, and manage the change of ownership process with a focus on retention and positive outcomes. This role emphasizes proactive outreach, clear communication, and the ability to handle high-impact situations while building long-term partnerships on our platform.

Qualifications

• 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.

Responsibilities

• Escalation Management: Act as the point of contact for merchant escalations from account managers and resolve complex issues.
• Collaborate: work cross-functionally with Central and Ops teams and account managers to resolve merchant/process issues and drive satisfaction.
• Change of Ownership Process & Proactive Account Management: manage end-to-end COO, coordinate with Legal, Finance and Onboarding, and keep all parties informed to prevent delays.
• Basic Churn Management: identify at-risk merchants and implement retention strategies during transitions or escalations.
• Documentation & Reporting: maintain records in Bliss/Salesforce and provide updates to account managers and leadership.

Skills

Turkish language

English language

Job description

Uber Technologies Inc. is seeking a Customer Service Specialist to join the Merchant Expert team.

You will own merchant escalations, collaborate with Central and Ops teams, and manage the change of ownership process with a focus on retention and positive outcomes. This role emphasizes proactive outreach, clear communication, and the ability to handle high-impact situations while building long-term partnerships on our platform.