Partner Support Specialist for UBER Shuttle

hace 2 semanas

Ciudad de México Uber A tiempo completo

**About the Role**We're looking for a highly motivated **Premium Support Specialist** to join the **High Capacity Vehicles (HCV)** team in LATAM. This role is the voice and face of Uber Shuttle for our Fleet Partners and Merchants. You'll play a key part in onboarding, support, education, and day-to-day operational excellence. As a critical link between internal teams and external partners, you'll help ensure our services run smoothly and our clients receive best-in-class support.**What You'll Do**- Be the primary point of contact for Fleet Partners and Merchants, building strong, trust-based relationships.- Execute day-to-day client operational support, including trip queries, live monitoring, pre-trip checks, and back-office issue resolution.- Onboard and educate new clients and partners on Uber Shuttle operations, systems, and policies.- Monitor real-time fleet operations and proactively resolve incidents to minimize disruption.- Partner with the HCV Operations Team to support new product launches and communicate feature updates.- Track, analyze, and report key operational metrics (KPIs), identifying insights and opportunities for improvement.- Lead incident diagnosis and collaborate with cross-functional stakeholders on resolution and prevention strategies.- Design and improve support processes based on partner feedback and operational performance.**What You'll Need**- Advanced English proficiency - capable of leading conversations and writing reports in English.- 2+ years in customer support, B2B environments, sales, or client success roles.- Experience in process improvement or support operations.- A problem-solving mindset and ability to take ownership - you escalate and resolve issues thoroughly and keep stakeholders in the loop.- Strong attention to detail, with the ability to analyze data, interpret KPIs, and support data-driven decisions.- A customer-first attitude - you go the extra mile to create memorable support experiences for high-value partners.- Comfort navigating change and ambiguity - we operate in a fast-evolving B2B environment.- Self-starter with a collaborative spirit - you're comfortable working across teams and regions.- Bonus points if you speak additional languages (not required).**Preferred Qualifications**- Familiarity with SQL for data extraction and reporting.- Project management experience is a plus.

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