COE Specialist II

About the role and team
Community Operations at Uber is where real people solve real problems in real time. As a COE Specialist II, you will be at the heart of our customer support engine, tackling complex issues for riders, drivers, and merchants that don’t always have a clear script. This isn't just about clearing a queue; it’s about navigating high-stakes situations with a mix of empathy and clinical precision to ensure our community feels supported even when things get messy.
The pace here is intense and the environment is constantly evolving. You’ll thrive if you are a steady problem-solver who can stay calm under pressure and move with urgency without sacrificing care. We are looking for people who take ownership of the customer experience, embrace the ambiguity of a fast-moving tech environment, and are motivated by the tangible impact of helping millions of people move safely every day.
What you’ll do
Navigate complex, non-standard customer issues across multiple modalities, translating uncertainty into clarity for riders, drivers, and merchants.
Deliver empathetic and high-quality support through both ticket-based and phone-based interactions, resolving escalations where the path forward isn't predefined.
Perform root cause analysis on recurring issues and present actionable findings to leadership to improve the platform at scale.
Identify and escalate emerging patterns in ticket types to help unblock your team and improve global support workflows.
Balance speed with accuracy in a high-volume environment, making fast and thoughtful decisions to meet performance goals.
Collaborate cross-functionally to resolve blockers and ensure we are building long-term trust with our community.
Basic Qualifications
1+ year of experience in a high-volume retail, hospitality, or contact center environment (6+ months for internal candidates).
Must be able to work from the designated Center of Excellence (COE) location.
Experience operating across multiple communication modalities (e.g., phone, chat, and email).
1+ years of experience operating in multiple digital modalities, software tools, and demonstrating general computer skills.
Proficiency in the required local language, demonstrating clear verbal and written communication.
Preferred Qualifications
Proven ability to stay resilient and calm in emotionally charged or high-pressure situations.
Experience with stakeholder management and influencing internal teams to resolve customer blockers.
Strong systems thinking approach with a knack for identifying efficiency gaps in workflows.
Passion for the Uber platform and a deep interest in shaping the future of real-world movement.