About the Role

As SME you will play a critical role in ensuring operational excellence, customer experience stability, and high-quality issue resolution. You will act as a central operational point for data insights, ticket monitoring, content translation, and cross-functional coordination, helping the team to stay ahead of trends and escalations.
You will leverage tools to identify patterns in customer contacts, support escalated workflows, contribute to the creation and refinement knowledge resources, and ensure the broader org is equipped with accurate, timely information. You will collaborate closely with ECR, Comm Ops and Mobility teams to ensure service continuity and a seamless rider and partner experience.
This is a role for a structured, detail-oriented operator who thrives in ambiguity, can independently drive deep dives, and is comfortable balancing tactical execution with quick analytical insights.

What You Will Do:

1. Solve regular and safety-related tickets. Get firsthand insight into recurring problems, edge cases, and operational pain points that may otherwise be overlooked. Provide precise feedback on system performance, automation tools, or ticketing software, using hands-on experience.
2. Provide guidance and real-time assistance to team members facing challenges. Manage edge cases and resolve escalations with professionalism and efficiency. Collaborate with other Subject Matter Experts (SMEs) or other stakeholders to resolve complex issues.
3. Lead upskilling activities and refresher training programs to enhance team capabilities. Monitor progress during onboarding and share relevant feedback with Team Lead.
4. Gather feedback and insights from team members to identify patterns, trends, and common challenges. Share actionable insights with SMEs and Team Leaders to enhance processes and training programs.

Basic Qualifications:

1. Czech and Slovak language C1 level
2. English language B2 level
3. Exceptional communication skills: Effective communicator, verbal & written
4. Detail Oriented: Proven ability to multitask and follow through while paying strict attention to detail
5. Naturally Curious: Coachability, openness to incorporating feedback, and dedication to the improvement of your craft
6. Excellent Teammate: You collaborate internally or across functional/regional areas to get the best possible outcome partners/councils
7. An Owner: Passionate and dedicated, you are deeply committed to taking Uber support to the next level and rising to the occasion to solve problems, big and small You have the initiative to solve problems on your own
8. Passionate: A genuine passion for Uber and exceptional customer support experiences.
9. Time and task management to ensure timely delivery and prioritization of commitments.

Preferred Qualifications:

1. Basic knowledge of SQL.
2. Previous experience in Customer Support for at least 6 months.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
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.
Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.