Specialist, Deactivations

📋 Description

• Advocate for the customer using strong safety focus to provide fair resolutions.
• Use cross-functional communication to deliver the best customer outcome.
• Be accountable to metrics like SLAs, quality, and timelines.
• Review deactivations for adherence to Guidelines and deactivation matrix.
• Advocate for the customer using strong investigative skills to decide on user accounts.
• Maintain confidentiality; document reviews and decisions in written reports.
• Educate riders/drivers to promote positive experiences and safety.
• Own resolution of safety deactivations.
• Identify risks, mediate, and diffuse situations.
• Apply nuanced problem solving to resolve customer issues.
• Ability to solve in situations with limited structure or precedent.

🎯 Requirements

• 2+ years experience in customer support or related role.
• Fluent in spoken and written English with strong communication.
• Background in advocacy, crisis management, mediation, or ecommerce CS.
• Experience with change management in fast-paced environments.
• Experience resolving conflicts in a detailed, timely manner.
• Empathetic and sensitive to the community as a decision maker.
• Experienced in customer de-escalation and incident escalation.
• Excellent verbal and written communication.
• Bachelor's degree or equivalent a plus.