Premium Support Specialist

2 weeks ago

Sydney, Australia Uber 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 organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

**About The Team**

Community Operations is the heart and soul of our **#BuildWithHeart **approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

**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 important clientele. U4B Premium Support Specialists help 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 role is approximately 70% directly supporting U4B clients and 30% identifying opportunities for continuous improvement and value-add activity for clients.

**Your Impact in Role**:
You are the primary support point of contact for administrators at Uber for Business's largest and most important organisations. We're looking for someone to build strong rapport with these clients by providing consistently excellent and comprehensive support, as well as championing their issues across Uber. You'll make using U4B as seamless as possible for administrators and the employees at their organisations.
- Partner with internal teams to ensure your customers' issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of progress along the way.
- Proactively identify trends or impending issues and inform your client to minimise disruption to their service.
- Collaborate with Onboarding Specialists and Account Managers to keep them apprised of client concerns and flag potential cross-sell and up-sell opportunities based on client usage.
- Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the client support experience across all U4B partners.

**The Experience You'll Bring**:

- Excellent written and verbal communication skills including the ability to listen effectively; to work collaboratively in a team environment while confidently and diplomatically expressing opinions and voicing concerns with other team members.
- Ownership mindset - Appropriately escalates client issues for timely and full resolution and effectively keeps the client informed of resolution status until issue is fully closed.
- Problem-solving - be able to effectively work out next steps to a problem and act independently with our U4B Sales org

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