**About the Role**
We're looking for a highly motivated **Premium Support Specialist** to join the **High Capacity Vehicles (HCV)** team in LATAM.
This role is the voice and face of Uber Shuttle for our Fleet Partners and Merchants.
You'll play a key part in onboarding, support, education, and day-to-day operational excellence.
As a critical link between internal teams and external partners, you'll help ensure our services run smoothly and our clients receive best-in-class support.
**What You'll Do**
- Be the primary point of contact for Fleet Partners and Merchants, building strong, trust-based relationships.
- Execute day-to-day client operational support, including trip queries, live monitoring, pre-trip checks, and back-office issue resolution.
- Onboard and educate new clients and partners on Uber Shuttle operations, systems, and policies.
- Monitor real-time fleet operations and proactively resolve incidents to minimize disruption.
- Partner with the HCV Operations Team to support new product launches and communicate feature updates.
- Track, analyze, and report key operational metrics (KPIs), identifying insights and opportunities for improvement.




- Lead incident diagnosis and collaborate with cross-functional stakeholders on resolution and prevention strategies.
- Design and improve support processes based on partner feedback and operational performance.
**What You'll Need**
- Advanced English proficiency - capable of leading conversations and writing reports in English.
- 2+ years in customer support, B2B environments, sales, or client success roles.
- Experience in process improvement or support operations.
- A problem-solving mindset and ability to take ownership - you escalate and resolve issues thoroughly and keep stakeholders in the loop.
- Strong attention to detail, with the ability to analyze data, interpret KPIs, and support data-driven decisions.
- A customer-first attitude - you go the extra mile to create memorable support experiences for high-value partners.
- Comfort navigating change and ambiguity - we operate in a fast-evolving B2B environment.
- Self-starter with a collaborative spirit - you're comfortable working across teams and regions.
- Bonus points if you speak additional languages (not required).
**Preferred Qualifications**
- Familiarity with SQL for data extraction and reporting.
- Project management experience is a plus.

📌 Partner Support Specialist For Uber Shuttle (Xico)
🏢 Uber
📍 Xico