Sr Staff Engineer

About the Role

The Customer Obsession (CO) team is looking for a strong engineer with a passion for delivering delightful customer experiences through a large scale, easy-to-use and full stack customer engagement platform, powered by ML/AI.

About the Team

The Customer Obsession (CO) team is responsible for building magical customer care experiences for our riders, eaters, delivery partners, merchants and agents. We deliver these experiences over web, mobile, using text, voice or video based interactions for all products globally.

Customers may have some feedback after taking an Uber ride or receiving an Eats order, or report safety related issues or refunding a part of your payment or the driver partner may need help with the address, CO team has all that covered. This team builds the entire customer help and support infrastructure for Uber. From the moment you access the Support center in the app, to when a customer service agent solves your problem, and everything in between; this team provides all engineering for a great customer care experience.

We believe that the best support contact is one that never was, and our technology and processes continuously drive defects down, improves operational efficiencies, and delights our customers. We understand that it is impossible to be defect free, and when we have one, our vision is to proactively predict this using our ML models and remediate empathetically with the least customer effort.

We provide simple self-service to our customers to make it easy for them to resolve their problems. When agents need to interact with our customers, we provide the technology to enable them to efficiently solve customer problems.

We are a customer first culture and team, and that reflects in how we prioritize what is right for the customers in a data driven fashion by building products and features that provide the best in class experiences. That can be hard, but we refuse to settle. Instead, we innovate at every aspect of a customer's journey to deliver magical experiences for drivers, riders, eaters and businesses using Uber’s CO platform.

Many companies talk about being customer-focused, but we are customer obsessed. The Customer Obsession team is committed to figuring out what matters to our customers and then doing everything in our power to deliver it. This is a team of Go Getters, some of the best minds work on this core area to make our digital experience the very best for our customers, while continuously improving operational efficiencies. The platform is used across Uber and its subsidiaries for their worldwide customer care and handles millions of customer interactions every day.

This requires us to work on cutting edge technologies to enable simple and intuitive experiences for customers across many surfaces; build trip scale global systems; build ML/NLP models using various signals from trips; customer profiles; behavioral patterns; and customer journeys to build predictive intent/defect models; conversational AI to understand chat, voice, video and drive automation; platforms to scale omni channel seamlessly; customer engagement and experimentation engine to drive the right long term customer value; and managing our millions of dollars in refunds and appeasement spends. There are many interesting and difficult problems to solve to delight our customers and keep this very exciting for the team.

Minimum qualifications:

• PhD or equivalent in Computer Science, Engineering, Mathematics or related field AND 6-years full-time Software Engineering work experience OR 8-years full-time Software Engineering work experience, WHICH INCLUDES 6-years total technical software engineering experience in one or more of the following areas:
  • Programming language (e.g. C, C++, Java, Python, or Go)

Technical skills:

Required:

• Distributed systems

Preferred:

• Customer service and engagement tech experience
• ML experience
• Product engineering
• Scalability engineering