COE Specialist II – Customer Operations

About the role

As a COE Specialist II you will be at the core of Uber’s Community Operations, handling complex, non‑standard issues for riders, drivers and merchants. You will work in a fast‑moving environment, turning ambiguous situations into clear resolutions while maintaining empathy and precision.

Key responsibilities

• Navigate and resolve high‑volume, multi‑modal customer issues via ticket, phone, chat and email.
• Perform root‑cause analysis on recurring problems and present actionable insights to leadership.
• Identify emerging patterns in support tickets and help improve global workflows.
• Balance speed and accuracy to meet performance goals in a high‑pressure setting.
• Collaborate with cross‑functional teams to unblock blockers and build long‑term trust.

Required profile

• 1+ year experience in a high‑volume retail, hospitality or contact‑center environment.
• Ability to stay calm and resilient in emotionally charged or high‑pressure situations.
• Strong verbal and written communication skills in the local language.
• Willingness to work onsite at the designated Center of Excellence.

Required skills

What we offer

• Potential eligibility for bonuses, equity and a comprehensive benefits package.
• Opportunity to make a tangible impact on millions of daily users.
• Dynamic, fast‑paced work environment with cross‑functional collaboration.