Service Team Analyst II - Merchant Expert - Spanish & Portuguese Speaker

Service Team Analyst II - Merchant Expert - Spanish & Portuguese Speaker Department: Community Operations Team: Community Operations Location: Lisbon, Portugal Type: Full-Time **About the role and team** Community Operations at Uber is where real people solve real problems in real time. The pace is intense, the stakes are high, and the answers aren’t always clear. You’ll need to stay calm under pressure, balance empathy with action, and make decisions that move quickly — and with care. If you’re sharp, steady, and motivated by meaningful service at scale, this is where you’ll grow. In this role, you will step into the high-stakes world of merchant success, acting as a critical bridge between Uber and our restaurant partners. This isn't just about answering tickets; it's about owning complex, messy transitions like ownership changes and high-pressure escalations where accuracy and speed are non-negotiable. You’ll need the grit to navigate internal bureaucracy and the empathy to handle frustrated partners, ensuring that every interaction strengthens the merchant's commitment to our platform. **What you’ll do** - Support merchants during critical transition moments, turning the complexity of ownership changes into a seamless experience through speed, empathy, and sound judgment. - Navigate ambiguity and internal friction by collaborating across Legal, Finance, and Account Management teams to unblock stuck processes and resolve high-priority escalations. - Own merchant relationships end-to-end, using outbound calls to proactively identify at-risk partners and implement retention strategies before challenges lead to churn. - Drive execution excellence by meticulously managing documentation and data within Salesforce, ensuring every detail is captured in a fast-moving, high-volume environment. - Adapt to evolving policies and tools while identifying recurring patterns in merchant friction to help improve the way we support our community at scale. - Communicate with care and professional persistence, negotiating win-win outcomes when merchants face operational or financial hurdles. **Basic Qualifications** - Minimum of 6 months of ex