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Senior COE Specialist II - Internal Escalations

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Uber

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Location:
United States , Chicago

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Contract Type:
Not provided

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Salary:

29.50 USD / Hour

Job Description:

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)
  • Comfortable operating in multiple modalities
  • Strong written and verbal communication skills
  • Excellent interpersonal skills
  • Strategic problem-solving skills
  • Desire to learn
  • Collaboration
  • Customer empathy
  • Optimism
  • Excellent organization
  • High flexibility
  • Experience working with complex data sets

Nice to have:

  • Strong written and verbal communication skills
  • Excellent interpersonal skills
  • Strategic problem-solving skills
  • Desire to learn
  • Collaboration
  • Customer empathy
  • Optimism
  • Excellent organization
  • High flexibility
  • Experience working with complex data sets
What we offer:
  • Eligible to participate in Uber's bonus program
  • Eligible for 401(k) plan
  • Eligible for various benefits

Additional Information:

Job Posted:
February 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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