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GFX | Tier 2 Creative Exercise

About Organization

The Global Service Design (GSD) Team is part of the Global Community Operations organization,
which provides premier customer support to Uber customers all over the world. The GSD team
works closely with different Global, Regional and Local teams across different functions to
up-level Uber's customer service, varying from customer support product roll-out strategy to
implementing/rolling out foundational strategies in the form of tools and processes that directly
impacts our Community Specialists (who are the front-face of Uber customer support strategy).
GSD's main goal is to drive optimization, consistency and global alignment to continuously enable
Uber to achieve world class support for our communities.

As a sub-function in GSD, Fix Experience is a global team that takes full ownership of production
Bug and Outages and drives them all the way to resolution in real-time. The team serves two key
functions while bridging the gap between our support and engineering organizations. 1) We triage
agent reports of possible bugs and outages to identify system issues by deeper investigations,
reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely
manner. 2) We also handle incident response protocols during outages to ensure that key
partners are updated as well as we provide the support needed to connect the dots.
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GFX | Tier 2 Creative Exercise

Section 1

The task
As a Tier 2 fix experience agent you’ll have to perform an in depth investigation for a product or
feature failure. One of the core functions of the role is being able to accurately communicate
bugs and outages to the right stakeholders in an adequate manner.

A critical issue we have seen historically is “an Earner experiencing an issue which prevents them
from receiving uberX trip requests while online. This creates dissatisfaction and frustration for our
earner community. Fix experience agents have been assigned to investigate this issue and work
with engineering to get the issue resolved

Assume you have already ruled out the possibilities of the issue to be an invalid issue, please
answer the following questions to address the above earner pain points.

The Ask
1. As a Tier 2 fix experience agent. How would you ensure you are performing an accurate ,
quick and effective investigation to understand the actual issue. In three or four steps
please provide your general approach of understanding & investigating this concern.

2. Now that you have completed step 1 of effective investigation, What key information will
you provide to engineering needs in getting your concerns prioritized and looked into?
Please provide top 3 key information that you would share with engineering team.

3. It has been nearly two weeks since you escalated this concern. So far we’re seeing
minimal engagement from engineering. While reviewing your escalation you determine
that although this started with only a few earner’s, we’re now observing an increase in
escalations and estimate this impact roughly 15% of our active earner population globally.
a. How do you see yourself owning this critical failure from this point onwards?
According to you , what would be the top 3 responsibilities you would perform to
ensure this issue gets resolved ?
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Section 2

The task

As part of being a tier 2 agent, you may need to filter through noisy example sheets and
generate actionable insights. On long lived escalations, we may see a slow stream of examples,
with an aggressive spike when something begins trending or becoming problematic.

The Ask

1. Export - create your own copy of this export

a. Configure share settings providing edit access to brandonf@uber.com and
niveditar@uber.com.
b. Share silently, do not trigger an email
2. What are the three most problematic issues in this export?
a. Why would you consider the identified issues the most problematic for our team?
i. “Exclude both General Driver Payment Issue (issue type not listed)”, and
“General Courier Payment Issue (issue type not listed)” from your
consideration.
b. Create a visual aid that provides context you could bring to leadership to really
emphasize and showcase the scope of these problems.
3. On what day in the export do we see the most bug reports created?
a. What is the most reported issue type on this day?
i. Exclude both General Driver Payment Issue (issue type not listed)”, and
“General Courier Payment Issue (issue type not listed)” from your
consideration

DELIVERABLE

Overall Ask
1. If you're an internal candidate please provide a link to your export and ensure you have
followed step 1 share permissions. and a pdf of your responses to above questions in the
order they are asked.
a. For external candidates please download your dataset in csv format and submit it
to the recruiter.

Create a google doc pdf for all the above 2 sections of questions . You would be provided
feedback based on this assignment.