About the Role
Community Operations, Global Community Operations in Costa Rica at Uber, focuses on providing exceptional support that fosters trust among riders and partners. We aim to deliver the highest quality service in the most efficient manner.
Community Operations Specialists assist and educate riders and drivers. Customer Support Representatives resolve issues and convert dissatisfied users into advocates. The COE Project Analyst ensures new regional projects are deployed with high quality, prioritizing customer needs.
The ideal candidate for the Insights+ Program Specialist role is a subject matter expert in various Insights Methodologies, thoroughly understands our E2E Support processes, and is passionate about delivering world-class support through process improvements. The role involves creating insights, following up on regional projects, identifying root causes of issues, and enhancing customer and partner support experiences while boosting support agent performance across the region.
What you will do
* Ensure high-quality review processes for LatAm's methodologies on new and ongoing regional initiatives through comprehensive E2E analysis.
* Become an expert on support processes and recommend improvements based on customer satisfaction and operational metrics.
* Identify root causes and critical areas for improvement in processes, training, and policies.
* Gather insights to inform quality improvements and support business and product decisions.
* Provide intelligence to stakeholders to close feedback loops and optimize support quality.
* Apply E2E Methodology to ensure agent customer satisfaction, verifying the efficiency of tools, policies, and channels.
* Remain accessible to the team and stakeholders for clarifications and support during assigned shifts.
* Maintain program efficiency and quality of stakeholder communications through monitoring channels, managing outages, shadowing, insights, and collaboration with operations teams.
* Act as a Subject Matter Expert to identify trending issues and guide the team on improvements.
Basic qualifications
* Proficiency in English.
* Understanding of the customer support environment.
* Data-driven mindset.
* Advanced SQL proficiency.
* Customer-centric approach, understanding the impact of process gaps on users.
* Excellent reading comprehension and writing skills to accurately interpret user issues and communicate solutions.
* Strong communication skills to keep all parties informed about program status.
* Passion for helping others and creating exceptional support experiences.
* Ability to provide actionable feedback using qualitative and quantitative data.
* Teamwork skills and a collaborative attitude for continuous process improvement.
* Ability to analyze data and present findings clearly and confidently.
* Leadership skills to organize and guide non-direct reports for smooth project execution.
* Intermediate Excel skills.
Preferred Qualifications
* Degree in Business Administration, Engineering, or related fields (or current pursuit).
* Knowledge of Quality tools (Six Sigma) and Customer Experience (CX).
We welcome individuals from diverse backgrounds committed to building a future where everyone and everything can move independently. If you are curious, passionate, and collaborative, join us to help move the world forward.
Uber values in-office collaboration and cultural identity. Unless explicitly authorized for remote work, employees are expected to work at least part-time in their assigned office. Specific in-office requirements depend on the role and location; please consult with your recruiter for details.
*Accommodations are available for religious, medical, or legal reasons. To request accommodations, contact
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