Merchant Success Specialist: Escalations & COO Ownership

Uber; Turkey; On-site; TRY 240,000 - 360,000; Full time

Benefits offered by this job

Impactful work

Collaborative team

Growth opportunities

7-day rotation

Job summary

Uber in Turkey seeks a Customer Service Specialist to manage merchant relationships with a proactive, high-touch approach. You will own escalations, coordinate with Legal/Finance, and drive timely ownership changes while maintaining strong partnerships on the Uber platform.

You will communicate clearly, negotiate effectively, and deliver consistent, empathetic support to merchants to reduce churn and sustain growth.

Qualifications

• Turkish and English language proficiency.
• Minimum of 6 months experience in customer service, account management, or merchant support.
• Exceptional verbal and written communication with an empathetic tone.
• Strong work ethic, attention to detail and curiosity.
• Able to adapt to a fast-paced, evolving environment.
• Responsive, data‑oriented, and able to manage multiple priorities.

Responsibilities

• Act as the point of contact for merchant escalations from account managers and resolve complex issues.
• Collaborate cross‑functionally with Central, Ops, and AM teams to drive satisfaction.
• Own end‑to‑end ownership for restaurant ownership changes and set expectations.
• Collect, verify, and process required legal and financial documents promptly.
• Coordinate with Legal, Finance, Onboarding to ensure smooth transitions.
• Maintain clear updates to managers and leadership on active cases.
• Proactively manage outbound communications to prevent delays and churn.
• Utilize outbound calls to build relationships and confirm task completion.

Skills

Turkish

English

Verbal communication

Written communication

Empathy

Escalation handling

Job description

Uber in Turkey seeks a Customer Service Specialist to manage merchant relationships with a proactive, high-touch approach. You will own escalations, coordinate with Legal/Finance, and drive timely ownership changes while maintaining strong partnerships on the Uber platform.

You will communicate clearly, negotiate effectively, and deliver consistent, empathetic support to merchants to reduce churn and sustain growth.