Handle high-priority internal escalations, ensuring timely and effective resolution.Maintain clear and consistent communication with internal stakeholders, updating escalation status and resolution progress.Serve as a point of contact for resolving critical issues that require senior-level intervention.Collaborate with cross-functional teams to address and resolve complex problems.Provide guidance and support to junior team members or peers involved in escalation management.

Manage and resolve cases where drivers or couriers are unable to go online, ensuring timely and effective solutions.Troubleshooted technical and operational issues that prevent partners from accessing the Uber platform.Communicated effectively with drivers, couriers, and internal teams to provide updates and ensure issues are resolved satisfactorily.Provided training and guidance to junior team members on handling online access issues.Ensured a high level of service and support for drivers and couriers to maintain a positive experience and reduce frustration.

Supervised and supported a team of customer support representatives, including coaching, mentoring, and providing performance feedback.Conducted regular one-on-one meetings and performance evaluations to address any issues and support career development.Ensured that the customer support team met or exceeded performance metrics such as response times, resolution rates, and customer satisfaction scores.Provided constructive feedback to team members to improve service quality and performance.Analyzed data to identify trends and make recommendations for improvements.