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Full job description
About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support!
What You'll Do
- Provide high-quality virtual customer support through ticket systems (video and phone call-based)
- Ensure low to medium-complexity customer issues are resolved using procedures.
- Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
- May perform root cause analysis and present findings
- Work on a line of business which has low ambiguity, is stable, with well-documented procedures
- Demonstrate empathy while solving customer concerns
- Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well-documented procedure, and where relevant to the line of business, outbound phone support
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- May perform root cause analysis and present findings
- Highlight common ticket types/issues to the Team Lead
The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.
Basic Qualifications
- FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
- FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
- Comfortable operating in multiple modalities
Preferred Qualifications
- Ability to multitask, prioritize, and handle time effectively
- Excellent written and verbal communication skills
- Excellent interpersonal skills, integrity, and follow-through on tasks
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
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