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.
This is a fixed hourly waged role and does not offer relocation assistance and visa employment sponsorship or transfers.
What You'll Do
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- Exhibit strong empathy and active listening skills to address and resolve customer concerns effectively, ensuring a positive customer experience
- Provide exemplary customer support and satisfaction by tackling intricate inbound and outbound customer issues, even in cases lacking well-documented procedures. Where applicable, offer outbound phone support tailored to the specific line of business
- Manage and resolve both phone-based and ticket-based customer issues, efficiently handling escalations as necessary to maintain high service standards
- Conduct thorough root cause analysis to understand underlying issues and communicate findings clearly to drive continuous improvement
- Identify and report recurring ticket types and prevalent issues to the Team Lead, contributing to the enhancement of processes and customer support strategies
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
- At least 1 year of supporting customers over the phone
Preferred Qualifications
- Ability to provide information clearly and concisely across different formats such as emails and phone conversations
- Demonstrate effective listening skills and confidently express concerns diplomatically
- Demonstrate empathy and a genuine willingness to help, consistently putting the customer first
- Uphold attention to detail and maintain quality even in high-volume settings
- Experience in identifying, engaging, and aligning with key stakeholders
- Proven ability to work collaboratively as part of a team and maintain effective working relationships
- Proficient in setting priorities and organizing tasks to meet deadlines and business objectives
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$22.75 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.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.