Mar 2025 – Present · 1 yr 2 mos

• Leading the development and optimization of agent-facing customer support experiences and the underlying backend platforms that power Uber's global customer support operations across agent and automation.

Sep 2021 – Mar 2025 · 3 yrs 6 mos

• As part of Customer Obsession org at Uber, my Team builds the communication channels (Chat, Phone, Whatsapp, SMS, many other third party regional messaging apps) which our agents use to resolve any ticket raised by Uber customers from any app surface from anywhere across the globe in real time. It also builds all Admin tech around how we manage our workforce and customer support system.

Mar 2021 – Dec 2021 · 9 mos

• Tech Lead: Admin Experience, Communication Channels Experience for Customer Support tools.

May 2018 – Mar 2021 · 2 yrs 10 mos

• Team: Customer Obsessions Platform (June 2018 - Present)
• Working on the tech which takes cares of all of Uber's customer issues.
• When you raise an issue with Uber, my team develops the underlying technology that takes the ticket to the agent who is most adequately skilled to solve the ticket.
• I work on softwares (from a Frontend Architect and Product Owner perspective) which help manage these tickets, agents and routing algorithms. The complexity involves dealing with Uber's multiple line of businesses, the wide spectrum of issues one can imagine with any order, the huge micro-service infrastructure across Uber and much more.
• Glad to be part of a product that our agents use on a daily and hourly basis, which indirectly affects millions of Uber's customers. In simple words, all we do is delight all our direct and indirect customers through technology and product :)
• Team: Data Platform (May 2017 - June 2018)
• The platform team deals with tools and services our data-scientists and analysts need
• to making meaning from the huge scale of Uber's data.
• Primarily, I have been a member for the team behind Uber's in-house Data-Science-Workbench tool which makes life of our data scientists easy by providing them the infrastructure to run their heavy computations, to showcase their work, schedule jobs. We help them do this in their preferred language (Python/R) and frameworks (Flask, Bokeh, Shiny etc).
• Also, got the chance to learn and make tools for Hive and its UserDefinedFunctions(UDFs) by working alongside the Hive Team in Uber.
• Being a full stack developer, exposure to Data tools and solutions have really helped to think in terms of importance of data and metrics and most importantly caring about customers.