COE Specialist – Emergency Line

About the role

Join Uber's Community Operations team as a COE Specialist on the Emergency line. You will provide real‑time assistance to riders, drivers, couriers and merchants, turning uncertainty into clarity through empathy and quick, thoughtful decisions.

Key responsibilities

• Deliver high‑quality virtual support via chat, email and phone for critical rider and driver issues.
• Resolve customer concerns while maintaining a human connection and meeting performance standards.
• Make fast, informed decisions in real‑time following well‑documented procedures.
• Identify recurring issues, contribute to root‑cause analysis and help improve support processes.
• Collaborate with teammates and cross‑functional partners to remove blockers and enhance the overall user experience.

Required profile

• At least 6 months of experience in a high‑volume retail, hospitality or customer‑service environment.
• Willingness to work from the designated Center of Excellence location.
• Ability to stay calm, show empathy and solve problems under pressure.
• Team‑player mindset with strong collaboration skills.
• Systems‑thinking approach to identify and escalate issues that affect users at scale.

Required skills

• General computer proficiency.
• Experience using multiple digital communication tools and software platforms.
• Clear verbal and written communication in the required local language.

What we offer

• Potential bonuses, equity and a comprehensive benefits package.
• Opportunity to shape processes in a fast‑paced, impact‑driven environment.
• Hybrid work model with at least 50% onsite presence to foster collaboration.