Premium Support Specialist III - Shuttle

Premium Support Specialist III

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, our business development team focuses on revenue generating activity. We support Uber's largest Shuttle clients. As a Premium Support Specialist III, you'd own mission-critical escalations, communicate clearly with enterprise stakeholders, and move SLA/CSAT while driving contact-reduction and process/product improvements with Ops/Product/AM. If you've led end-to-end escalations and turned insights into fixes, this is your lane.

What the Candidate Will Do:

• Provide high quality support to clients
• Meet sales or revenue generation goals
• Sell to, onboard, and manage relationships with clients
• Engage in lead generation or prospecting
• Uncover prospects' business challenges and highlight the business' value proposition
• Communicate with clients over various mediums
• Identify best practices for sales
• Communicate and engage with external stakeholders
• Support team with campaign and/or prioritization management
• Partner with internal teams to drive business recommendations
• Sell to or manage large or high revenue segments
• Upskill team members through consolidating best practices (e.g., SME, Product Strategy, and local expertise)
• Partner with internal stakeholders to resolve or escalate client concerns & outages
• Analyze and track trends & issues
• Collaborate with Sales and/or Ops team to upsell, upskills, and provide product recommendations to drive sales
• Identify and recommend new programs based on data
• Demonstrate strong product knowledge

Basic Qualifications:

• 1+ years of sales, or account management experience providing email and phone support

Preferred Qualifications:

• Experience providing chat-based support
• At least 2 years of customer support experience in B2B, sales, case management, or client management environment
• Experience coaching and motivating team members

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$28.75 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link. Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.