Job Description

About the Role

You are the primary support point of contact for Fleet Partners and Merchants at HCV. We\'re looking for someone to build a strong rapport with clients, and provide excellent customer service while working with internal and external stakeholders to champion issues and find solutions. You will also be expected to think creatively, identify issues, suggest improvement and help in the creation of efficient processes.


What the Candidate Will Do:

• Manage and execute client operational requests to provide the best in class experience to our customers.
• Onboard and maintain relationships with new clients, providing support for the trip and back-office related queries. Onboard and Educate Fleet Partners and Drivers on all things HCV.
• Live Monitoring and pre-trip checks. Resolving issues for drivers and ensuring daily HCV operations run smoothly.
• Closely work with the HCV Operations Team launching and communicating new product features.
• Supporting Ops in hitting key KPIs as well as reporting key KPIs
• Incident tracking, diagnosis, reporting as well as supporting improvement projects with internal stakeholders.
• Lead product and support insights gathering from different channels and action them.
• Design new support processes and improve existing ones based on customer experience and feedback and KPI performance.

Basic Qualifications:

• Advanced English - to hold meetings and conversations with stakeholders in English
• 1+ years of customer support, sales, or account management experience providing email, phone, and/or chat support
• Ownership mindset - Appropriately raises client issues for timely and full resolution and effectively keeps the client informed of resolution status until the issue is fully closed.

Preferred Qualifications:

• Proficient with deep-diving into data, analytics and reporting of KPIs to internal stakeholders.
• 2+ years of customer support experience, B2B, sales, case management, or client management environment.
• Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations
• Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs, we will adapt our responses as new policies are defined and priorities change to enable.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We\xe2\x80\x99ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.


We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let\xe2\x80\x99s move the world forward, together.


Uber is proud to be an Equal Opportunity/Affirmative Action 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.


Offices continue to be central to collaboration and Uber\xe2\x80\x99s 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.


Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, Uber recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company\xe2\x80\x99s discretion.