About the Role
At Uber, providing outstanding support that establishes trust for users is a core feature of our product experience. We invest in it and believe in providing the highest quality service implemented in the most compelling, most efficient way.
We are all about helping and educating all our users. We help (unhappy) people resolve their issues and turn them into our most passionate advocates!
This role is also excellent at engaging with non-support issues received. With a strong understanding of our policies & logic, and outstanding online wit, you will be able to support the marketing team by being the voice of the Uber brand on social media.
What the Candidate Will Do
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- Deliver high-quality support across social media platforms such as Facebook, Twitter, and Instagram
- Be a passionate contact point for riders and drivers, eaters and delivery partners while answering any questions that come your way
- Show compassion to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences
- Triage issues and raise them when necessary
- Turn negative interactions into positive discussions and identify ad-hoc online opportunities to be used to drive positive sentiment
- Collaborate to proactively draft messages to address new users' concerns
Basic Qualifications
- Proficiency in Arabic & English (required)
- Previous customer support experience is a plus
- Social media appetite. You understand key social media channels and interactions
- Empathy. Incredible sense of understanding of both riders and drivers, eaters and delivery partners
- Eloquence. You're able to strike the flawless tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email
- Agility. You can move quickly with care. You embrace change and can absorb new information with ease
Preferred Qualifications
- Engagement. You thrive to be on the front lines of a highly visible, fast-growing brand
- Customer obsessed. Willingness to help others and create support experiences that exceed users' expectations
- Collaborative attitude. You are a great teammate and have the ability to work well in a collaborative environment,
- Flexibility. Weekend and weekly evening shifts are required
- Uber advocate. You care deeply about the product and getting others excited to ride and partner with Uber.
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.