Job Description
**About the Role**
Internal Escalations Customer Support Specialists handle escalated customer support issues that fall outside of the standard knowledge base (KB). They are thorough and creative problem-solvers, regularly seeking out hard-to-find answers and proposing network-wide solutions to undocumented issue types. Internal Escalations Customer Support Specialists are confident and tactful communicators, as they interact with both Uber customers and internal stakeholders daily.
**What You'll Do**
+ Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
+ Provide thorough, detailed customer support using various support platforms, including email, chat, and phone
+ Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber's community support more effective and efficient
+ Build st...
Internal Escalations Customer Support Specialists handle escalated customer support issues that fall outside of the standard knowledge base (KB). They are thorough and creative problem-solvers, regularly seeking out hard-to-find answers and proposing network-wide solutions to undocumented issue types. Internal Escalations Customer Support Specialists are confident and tactful communicators, as they interact with both Uber customers and internal stakeholders daily.
**What You'll Do**
+ Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network
+ Provide thorough, detailed customer support using various support platforms, including email, chat, and phone
+ Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber's community support more effective and efficient
+ Build st...
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