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.

The Social Operations Response Team handles rider and driver-partner concerns across India, with utmost elan and efficiency and via Twitter, Instagram, Facebook, emails, and phone calls alike. The team collaborates closely with the IRT, ECR, and governance team to help users who contact us via social media.

Your Impact in Role:

• Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
• 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 procedure

Basic Qualifications:

Experience in retail, hospitality, or customer service in-person or contact center environment.

Comfortable operating in multiple modalities.

Preferred Qualifications:

• Outstanding communication skills with proven ability to speak and write clear, concise, and accurate messages
• Aware on social media trends/developments and how these can be implemented to improve community engagement/customer service
• Familiar with Google Drive, especially Google Spreadsheet and Google Docs
• Maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
• Willing to work on rotating shifts including weekends and holidays to cover hours of operation as needed IN A 24/7 working environment

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.