Hcv Premium Support Specialist

**About the Role**:We are looking for a strong Premium Support Specialist to join our LatAm High Capacity Vehicles (Uber Shuttle) team and work for the diverse regions and teams in our organization. The Premium Support Specialist is the face and voice of Uber to clients Fleet Partners and Merchants, supporting in onboarding, education as well as everyday back-office tasks. Additionally, the Premium Support Specialist coordinates cross-functional responses for clients and works closely with the other internal partners to provide the best possible experience to our clients.**What You'll Do**:You are the primary support point of contact for Fleet Partners and Merchants at HCV. We're looking for someone to build a strong rapport with clients, and provide excellent customer service while working with internal and external stakeholders to champion issues and find solutions. You will also be expected to think creatively, identify issues, suggest improvement and help in the creation of efficient processes.- Manage and execute client operational requests to provide the best in class experience to our customers.- Onboard and manage relationships with new clients, providing support for the trip and back-office related queries. Onboard and Educate Fleet Partners and Drivers on all things HCV.- Live Monitoring and pre-trip checks. Resolving issues for drivers and ensuring daily HCV operations run efficiently- Closely work with the HCV Operations Team to launch and communicate new product features.- Supporting Ops in hitting key KPIs as well as reporting key KPIs- Incident tracking, diagnosis, reporting as well as supporting improvement projects with internal stakeholders.- Lead product and support insights capturing from different channels and action them- Craft new support processes and improve existing ones based on customer experience and feedback and KPI performance.**Basic Qualifications**:- Advanced English - to hold meetings and conversations with stakeholders in English- Ownership attitude - Appropriately raises client issues for timely and full resolution and effectively keeps the client advised of the resolution status until the issue is fully closed.- Proficient with deep-diving into data, analytics, and reporting of KPIs to internal stakeholders.**Preferred Qualifications**:- 2+ years of customer support experience, B2B, sales, case management, or client management environment.- Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations- Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs, we will adapt our responses as new policies are defined and priorities change to enable.- Bonus points if you speak additional languages (not required)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.Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.