GL Specialist II at Uber

About the Role

• Uber’s drivers are our most important customers, and we’re creating a best-in-class customer service experience for them. Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and provide a home base for the driver community.
• We’re looking for a Senior Expert to support the day-to-day operations of our Nigeria Greenlight Hub. We’re looking for an experienced leader with a customer-first mentality.
• In this role, you’ll help to mentor and directly assist a team of Experts on how to build Uber’s relationship with drivers in the best way, support their operational needs, and guide the day-to-day operations of the Greenlight hubs.
• This role will heavily focus on Expert engagement, including escalations. This is an excellent opportunity to work with a top-notch Community Operations team and learn the Uber business from the ground up.

What you'll do

• Support the daily operations through the analysis of operational oversight of the business.
• Assist in leading any partner engagement events across West Africa including onboarding, focus groups, and appreciation events.
• Handle escalations from more difficult support interactions.
• Train, mentor, and guide Uber Experts to strengthen quality and efficiency metrics.
• Manage facility issues such as supplies, utilities, and branding.
• Improve processes on behalf of Uber Experts and partners through beyond-support activities.
• Taking the lead on multiple projects/assignments.

What you'll need

• Previous experience in an inside a client-facing position/At least 5 years of relevant experience (engagement with driver-partners)
• Highly self-motivated & autonomous: understand what their goals are, and strive to find more efficient ways of getting things done.
• Self-starter: don’t require constant reminders to complete tasks.
• Action-oriented: the ability to take practical ​action to ​deal with a problem or ​situation.
• Great communication skills and ability to interact with internal and external partners.
• Leadership experience in a fast-paced environment