UBER ✧ COE Specialist I - Driver Expert

As a COE Specialist I at Uber, my role focuses on delivering responsive, high-quality support to drivers, helping them navigate challenges, stay informed, and optimize their experience on the platform. I communicate with drivers via chat, email, and phone, resolving a wide range of issues including onboarding, account management, trip disputes, earnings, payments, and technical concerns.

1. Driver Assistance Respond to inquiries related to trips, account status, earnings, and policy updates—ensuring drivers receive accurate, timely support.

2. Payments and Refunds Investigate and resolve issues related to trip fares, incentive earnings, deductions, and refund requests. Ensure accurate payout processing and transparency in driver earnings.

3. Technical Troubleshooting Diagnose and resolve app-related issues, vehicle eligibility concerns, and device compatibility problems to minimize downtime and keep drivers on the road.

4. Guidance on Policies and Best Practices Educate drivers on Uber’s community guidelines, safety policies, and platform best practices to promote a safe, high-quality service for riders and drivers alike.

5. Data Management and Reporting Accurately log all case interactions and resolutions in Uber’s CRM systems, contributing to internal reporting and performance tracking.

6. Quality Assurance and Continuous Improvement Meet or exceed targets for resolution time, CSAT (Customer Satisfaction Score), and first contact resolution. Participate in regular coaching and training sessions to improve service quality.

7. Escalation Handling Identify edge cases or complex issues and escalate them appropriately while ensuring the driver remains informed and supported throughout the process.

8. Feedback Collection & Advocacy Listen to driver concerns and share recurring feedback with internal teams to help inform product or policy improvements.

✦ Tools:

Jira, Salesforce, Braintree, Google Suite

My goal is to empower Uber drivers through dependable support that not only resolves issues but builds trust. By combining clear communication with effective problem-solving, I help ensure a smooth experience for both drivers and riders—reinforcing Uber’s commitment to service excellence.