Senior COE Specialist I - Premium Support Specialist

Senior COE Specialist I - Premium Support Specialist Department: Community Operations Team: Community Operations Location: Tokyo, Japan Type: Full-Time #### **About the role** Uber for Business (U4B) is rapidly expanding and is positioned to be the next growth engine for Uber. The U4B Premium Support Specialist will be responsible for providing top-level customer support to U4B’s largest and most prestigious clientele. U4B Premium Support Specialists help the administrators of large accounts through unique and exceptional support methods, ensuring that problems are resolved promptly or before they even happen. Additionally, U4B Premium Support Specialists coordinate cross-functional responses for clients and work closely with the account management team and other internal stakeholders to provide the best possible experience to our business customers. The Japan Premium Support Specialist will also be responsible for overseeing our third-party customer support operations (Customer Consultation Desk), ensuring that issues are efficiently addressed and properly escalated to the relevant stakeholders. #### **What you’ll do** - **PSS client inflow management:** drive resolution of complex problems by leveraging internal resources and using multiple communication channels including email and messaging (possibly Zoom also). - **Stakeholder management:** collaborate effectively with U4B Sales/Account Managers and Implementation Leads to keep them apprised of client concerns, with possible client onsite visits. - **Project management:** plan and execute projects to improve the customer experience for U4B admins and clients. - **BAU efficiency:** ensure BAU for U4B continues to run efficiently and smoothly. - Be the subject matter expert for all the products that U4B has to offer and identify process and policy gaps to mitigate them accordingly - Maintain PSS dashboard and send monthly progress reports to the administrators - Analyze data using basic SQL and Google Sheets on customer’s U4B account and then using that data to make recommendations to the client, where applicable. - Proactively identify trends or i