Uber · 6 hours ago
Senior COE Specialist II - Internal Escalations
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$29.50/hr - $29.50/hr
1+ years expUber is a leading technology company that seeks to enhance customer support through its Internal Escalations Customer Support Specialists. This role involves managing complex customer support issues, building relationships with stakeholders, and proposing process improvements to enhance service efficiency.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
Provide thorough, detailed customer support using various support platforms, including email, chat, and phone
Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber's community support more effective and efficient
Build strong relationships and work in partnership with internal stakeholders, including program, content, and technology teams
Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support-facing (e.g., the KB)
File bug reports for issues that need engineering fixes
Save at-risk customer relationships by providing the highest level of customer service
Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch
Qualification
Required
FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Comfortable operating in multiple modalities
Preferred
Strong written and verbal communication skills - You are an effective communicator and listener, and you're comfortable expressing ideas and opinions to varied audiences
Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
Strategic problem-solving skills - You can leverage multiple resources to inform and support critical decisions
Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
Collaboration - You value the importance of teamwork and foster collaboration
Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
Excellent organization - You effectively prioritize work to target the highest-impact issues first
High flexibility - When the only constant is change, you're ready to roll with the punches
You have experience working with complex data sets
Benefits
Eligible to participate in Uber's bonus program
May be offered other types of comp
Eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
Hindu Business Line
2026-01-23
2026-01-22
Company data provided by crunchbase