Knowledge Specialist II

**About the Role!** Work alongside our Global Operations team to design and develop content for Uber agents & end users. Lead with a customer-first mindset, content and writing expertise, and a positive, solution-oriented attitude. Develop a diverse set of copywriting requests and content updates under tight timeframes, working closely with various business partners. Strongly influence customer sentiment during moments that matter by deciding what we will say to them, and in what kind of way. Emphasize a continuous improvement mindset based on insights & knowledge improvements. Work closely with stakeholders throughout the production process. **What the Candidate Will Need:** 1. Create easy-to-understand, relevant, empathetic content: You will author content used by customers and Uber’s customer support representatives in the form of internal blogs, FAQ webpages, and app articles. You will add value by helping our customers to find the right answer in the right place at the right time. 2. Cross-functional partnership: Maintain a close partnership with knowledge program specialists and key stakeholders to constantly ensure accuracy, relevancy and quality of content 3. Maintain understanding of knowledge base processes: Stay up to date on the processes and programs that you are creating knowledge updates for in order to retain high levels of expertise 4. Detail-oriented and organized: Able to organize content / documentation in an efficient manner and pay attention to details. 5. Strong communication and writing skills: Demonstrates strong verbal, written skills in English and local / native language. 6. Critical thinking and problem solving: You proactively link operation insights in a numerical way to think critically on how to shape content for readers. 7. Demonstrated stakeholder management skills: You are experienced working in a diverse environment, proactive in speaking your mind, and managing stakeholder expectations. **Basic Qualifications:** 1. Bachelor's Degree in Marketing, Journalism, Communications, or related field. 2. Working in a fast-paced or customer support environment would be an advantage. 3. Previous experience in content marketing or managing an online forum is a huge plus 4. Knowledge of Gsuite **Preferred Qualifications:** 1. Problem Solving: Ability to define a problem clearly and objectively, determine potential root causes by performing data analysis, identify and prioritize potential solutions along with suggestions for implementation 2. Familiarity with JQL and SQL 3. Copywriting & technical writing certifications & trainings such as Business Writing on Coursera or Udemy 4. Proficient with technological literacy and genAI tooling for writing/editorial support 5. Analytical Skills: Ability to review data sets, manipulate data, identify trends, compare potential recommendations supported by the data sets 6. Hustle - Uber moves fast, and runs lean. You're flexible, fearless, and never satisfied with the status quo. You have no problem stepping on other people’s toes if it means pushing for the right idea that will help build awesome experiences for our users across the globe 7. Ownership - You get things done. Passionate, self-driven and fearless, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don’t wait around for other people to tell you what to do and have the initiative to solve problems on your own. 8. Service Orientation - As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go 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’s move the world forward, together. Offices continue to be central to collaboration and Uber’s 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. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).