COE Specialist II

COE Specialist II Department: Community Operations Team: Community Operations Location: Visakhapatnam, India Type: Full-Time **About the Role** The Social Operations Response Team handles rider and driver-partner concerns, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and Content teams to help users who contact us via social media. 1\. Social Media - Ticket Handling 2\. Communicate with high-profile riders and influencers on social media and represent Uber’s support spirit 3\. Manage escalations from various internal teams i.e. IRT, ECR, Cross support, CEO Escalations, Stakeholder Escalation, escalations, provide language support, support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical escalations. 4\. Have the ability to handle escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time 5\. Provide top-notch customer support through emails and phone calls alike for all of our audiences, if need be. We take pride in the fact that we treat riders and driver-partners as equals and we’d want you to be on the same page 6\. Help in improving processes and never shy away if you have to build a new process. We always optimize for better customer experience 7\. Identify patterns and help in making the support systems better as we scale 8\. Voice and speech capabilities 9\. Should be able to take calls and confidently interact with customers from any social background by effectively listening, understanding and speaking in English. Other regional languages are a plus 10\. RCA and deep dives 11\. Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models and represent it on documents/slides 12\. Understand post virality, have the ability to monitor and control it 13\. Be able to report viral post trends so internal teams can take the right action in a timely manner 14\. Monitor the social media handles of Uber, which are essentially Twitt