About the Role
At Uber, delivering exceptional support that builds trust with our users is a key part of our product experience. We prioritize top-tier service, ensuring it is efficient, engaging, and impactful. As part of the French Driver line of business, you will play a vital role in enhancing the driver experience through messaging and callbacks. We are looking for a proactive problem-solver with a passion for customer support and strong communication skills. In this role, you will leverage your knowledge of Uber's policies and processes to provide timely, accurate resolutions. This is a full-time opportunity to collaborate with an exceptional operations team, tackling core functions that drive Uber's success.
Want more jobs like this?
Get jobs in Lisbon, Portugal delivered to your inbox every week.
What You Will Do
- Engage with drivers through multiple support channels, including messaging, emails, tickets, and outbound calls.
- Accurately diagnose user inquiries and provide solutions tailored to their needs.
- Investigate case details to determine root causes and troubleshoot issues efficiently.
- Manage a high volume of support interactions while maintaining quality and efficiency.
- Utilize multiple applications and knowledge bases to resolve inquiries effectively.
- Escalate complex or urgent issues to appropriate teams for swift resolution.
- Maintain comprehensive documentation of customer interactions, issues, and trends.
- Collaborate with internal and external stakeholders to optimize the support process.
- Provide insights and feedback to leadership on trends and process improvements.
What You Will Need
- Proficiency in French and English is required!
- Availability to work weekends, holidays, and flexible shifts outside standard business hours.
- Strong customer empathy: Ability to deeply understand user concerns and provide thoughtful, tailored solutions.
- Excellent written and verbal communication skills: An active listener who can adapt communication styles as needed.
- Strong problem-solving skills: Ability to navigate multiple resources to make informed decisions.
- High attention to detail and organization: Prioritize tasks effectively to address the most impactful issues first.
- A collaborative mindset: Thrive in a team environment where knowledge-sharing and teamwork drive success.
- Optimistic and solution-oriented: Approach challenges with a positive attitude and a focus on resolution.
- Ability to remain calm under pressure: Navigate time-sensitive issues while maintaining professionalism and efficiency.
- A growth mindset: Eager to learn, improve, and apply feedback constructively.
- Adaptability: Comfortable adjusting to evolving processes and priorities.
- A Bachelor's degree in Business, Communications, English, Journalism, or a related field. (Preferred)
- Experience in customer support within high-volume industries such as service, retail, or hospitality. (Preferred)
- Background in crisis counseling or experience handling sensitive situations. (Preferred)
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.