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Internal Escalations Customer Support Specialists handle escalated customer support issues that fall outside of the standard knowledge base. They are thorough and creative problem-solvers, regularly seeking out hard-to-find answers and proposing network-wide solutions to undocumented issue types. They interact with both Uber customers and internal stakeholders daily.
Job Responsibility:
Case manage and resolve complex customer support issues escalated by other specialists
Provide thorough customer support using email, chat, and phone
Track escalated issue trends, identify root causes, report insights, and propose process improvements
Build strong relationships with internal stakeholders
Make recommendations for new or improved content
File bug reports for engineering fixes
Save at-risk customer relationships
Reroute inappropriately escalated issues
Requirements:
At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment (for internals)
At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment (for externals)