Investigator I - SME

About the Role:

At Uber, providing an excellent customer support that establishes trust for riders and driver partners – Our community – is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service implemented in the smartest, most efficient way. 

A subject matter expert (SME) plays an essential part in Uber’s development and maintenance of processes. An SME functions as the organizational ambassador for his/her knowledge area, and he/she applies his/her expertise to support the organization’s vision and strategic direction. An SME understands, articulates and implements best practices related to his area of expertise. She/he may lead or be an active participant of a work-group with the need for specialized knowledge. He/she provides guidance on how his area of capability can resolve an organizational need and actively participates in all phases of the strategy development cycle.

The Subject Matter Expert is responsible for providing expert support, analysis and research into exceptionally complex problems, and processes.

The SME Serves as experienced consultant with experience in assigning tasks and creating strategies that will help handle the assigned queue. 

Basic Qualifications:

• Expertise in one or several lines of business.
• Thinks independently and demonstrates exceptional written and oral communications skills
• Ability to work independently as well as in a team environment.
• Proactive and able to self-initiate assignments. 
• A minimum of 6 months working at Uber. 
• Ability to work under pressure. 
• Ability to manage time and work with deadlines. 
• Advanced English skills

Basic Qualifcations

• Provide guidance to the CSR’s, clarify their questions and reassure when in doubt.
• Encourage CSR’s to get involved in process improvements.
• Make analysis on quality metrics to provide reports to TLs.
• Maintain an open communication with QA team to provide insights and feedbacks.
• Coordinate C360 and review open requests.
• Contribute with ideas to perform better in different areas with the knowledge that has been acquired as CSR or overall knowledge and expertise.
• Maintain order and monitor the floor to guarantee performance and adequate behavior of CSRs.
• Send the handoffs to the next shift.
• Assign open Jira’s.
• Spend 2 hours per day in Bliss, replying contacts and helping on IRT backlog.
• Review Splashes or any new process and spread the information to the floor.

Not SME's responsibilities:

• Conduce 1:1s or feedbacks to CSRs
• Assist TLs on administrative tasks
• Maintain or create team trackers (CSR's analysis) 

Diversity:

Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; Builds a diverse workforce.

Ethics:

Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity 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.