Business Development Specialist III

About Uber

At Uber, we reimagine the way the world moves for the better. We solve complex problems at scale to deliver exceptional services to riders, eaters, drivers-and businesses. With Uber for Business (U4B), we bring our innovation to organizations of all sizes, helping them manage transportation and meals with powerful, customizable solutions.

About the Position

As a Business Development Specialist III - Premium Support Specialist (PSS), you will be the primary B2B support contact for both administrators and employees of Uber for Business' most strategic and high-value corporate accounts. Your focus will be on delivering white-glove, proactive support, resolving complex operational and technical issues, and contributing to long-term client success by partnering closely with internal stakeholders.

This role is ideal for professionals with strong customer obsession, cross-functional agility, and a passion for improving B2B client experience through consultative engagement and operational excellence.

What You’ll Do

• Proactively manage a portfolio of assigned accounts to drive continued customer growth.
• Monitor key account health indicators to identify risks and potential upsell opportunities.
• Execute a structured outreach process, including investigation, customer calls, and follow-up.
• Partner with Sales and other internal teams to resolve blockers and escalate leads via Salesforce.
• Act as the main support point of contact for administrators of U4B’s largest corporate clients, ensuring their needs are met with exceptional professionalism and timeliness.
• Deliver multi-channel support (email, chat, phone, client meetings) and maintain a high-touch, personalized experience for each account.
• Proactively identify issues, trends, and opportunities by analyzing account activity, leveraging tools like Google Sheets and basic SQL.
• Maintain and update PSS dashboards, conduct monthly reviews, and share customized progress reports with stakeholders.
• Partner with Account Managers, Implementation Leads, and Onboarding Specialists to align on client needs, communicate risk or opportunity signals, and ensure continuity of experience across the business cycle.
• Drive resolution of complex support issues by collaborating with cross-functional teams (Product, Risk, Finance, Legal, Engineering).
• Champion the Voice of the Customer: perform root cause analysis on NoSat tickets and advocate for product or policy improvements.
• Facilitate platform trainings and promote adoption strategies to increase engagement across client organizations.
• Manage security-related tasks such as admin transitions, access audits, and coordination with Compliance for high-sensitivity accounts.
• Serve as a subject matter expert on U4B products, policies, and operational procedures, mentoring other team members when needed.

What You’ll Learn

• How to operate as a strategic partner to enterprise-level clients and internal stakeholders.
• Techniques to manage and grow executive-level client relationships through consultative, insight-driven support.
• Tools and methodologies for data-driven decision-making, process optimization, and root cause analysis.
• Exposure to Uber’s cross-functional landscape and how Support integrates with Sales, Product, Risk, Engineering, and Compliance.

Basic Qualifications

• 3+ years of customer support experience, including 2+ years in B2B, account management, or risk-related roles.
• Advanced written and verbal communication in English (B2-C1).
• Strong experience with Google Sheets; ability to analyze data and draw insights.
• Excellent stakeholder management and ability to work cross-functionally.
• Proven track record of resolving complex support issues and providing proactive solutions.
• Strong organizational skills, detail-oriented, and ownership mindset.
• Experience handling client escalations in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience in a concierge-level / white-glove support environment for enterprise clients.
• Background in risk management, fraud investigation, or security compliance is a plus.
• Familiarity with Salesforce, Jira, Bliss, and Slack for case and collaboration management.
• Ability to work well with ambiguity and adapt to evolving business priorities.
• Passion for elevating customer experience and identifying strategic growth opportunities within support interactions.
• Strong coaching or mentorship capabilities to uplift team performance.
• Sales experience and / or account management experience