Sr. Community Operations Specialist @ Uber

Job Description

The APAC VOC Insights team diagnose root-causes of defects and any dip in support metrics and passes on insights for product and process development

The team manually reviews Bliss contacts and Trips/Orders to understand the reason for any defect. This helps Product & CommOps quantify the impact of possible solutions, which leads to defect reduction, better product and a more enhanced seamless experience for our spenders, earners & merchants.

---- What the Candidate Will Do ----

Code contacts, which is analyse a contact to understand the root cause of why the contact was created. This demands a high sense of judgement as there can be multiple factors at play at the same time.

Create and maintain documentation regarding the coding process, such as investigation steps.

Perform a review of contacts already coded to ensure that the team is calibrated.

Share insights based on any trends you notice while coding contacts.

Create decks based on the insights generated to present to stakeholders.

Suggest ideas for product and process development.

---- Basic Qualifications ----

• 1 Minimum Years of Experience with Trips/Eats Support Policies
• Strong Sheets knowledge is a must
• Experience with Presentations and Stakeholder Management is strongly preferred
• Proficiency in SQL is an added bonus

---- What the Candidate Will Do ----

• Strong Process Knowledge (Rides or Eats || Having knowledge on both is an added bonus)
• Strong ticket solving experience
• Strong internal tools knowledge
• Logical Reasoning
• Critical thinking
• Insight Generation
• Communication and Presentation of Insights
• Strong Sheets and Slides Knowledge
• Basic SQL Knowledge is a bonus

Job Classification

Education

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Keyskills:   Ticketing Coding Process development Investigation Stakeholder management SQL