Service Team Analyst II - US&C Mobility Ops Incubation

Service Team Analyst II - US&C Mobility Ops Incubation Department: Community Operations Team: Support Operations Location: Mabalacat, Philippines Type: Full-Time **Greatmindsdontthinkalike:**At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** US&C Mobility Ops Incubation team launches and incubates support for newly launched Uber products and uses insight narratives to produce actionable and data-backed recommendations to customer experience stakeholders in CommOps, Ops, Marketing, and Product. **About the Role** Service Team Analyst II will engage directly with customers after a support interaction to gain a better sense for the issues that led to the customer pain point and support dissatisfaction. The specialist will then synthesize these learnings with a team to produce takeaways and recommendations on how to mitigate specific customer pain points, developing insights. A service team analyst II will need to communicate empathetically with customers, identify root causes to challenging support interactions, and develop theories on how to address those issues. This role will have a direct impact on improving the customer’s experience through post-support ticket scrubbing / contact reviews and customer experience improvement recommendations. **Your Impact in Role:** - Review contacts to identify thematic root causes of the issue. - Conduct ticket scrubbing /contact reviews/ call audits to gain a deeper understanding of the customer’s dissatisfaction. - Synthesize contact reviews into recommendations for CommOps, Ops, and Product. - Leverage data uncovered via contact reviews to identify representative anecdotes that illustrate common customer experiences. - Support team lead & product teams in creation of US&C Insights Generator presentation. **The Experience You'll Bring:** **Basic Qualifications:** - Strong written and verbal communication skills