Community Support Representative - Chicago COE

Uber Overview

COMMUNITY SUPPORT REPRESENTATIVE (CSR)

At Uber, providing amazing support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Community Support Representatives are all about helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.

Job Description

WHO YOU ARE

  • Incredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for Uber’s users and are obsessed with the community experience.
  • Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
  • Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Word-savvy. You’re eloquent and able to strike the perfect 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.
  • Passionate. You love Uber. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
  • Agile. You can move quickly with care. You embrace change and can absorb mounds of new information, often daily, with ease.

WHAT YOU’LL DO

  • Solve complex problems for customers quickly and with highest quality delivery using various support platforms (email, chat, phone)
  • Able to learn and master multiple systems (knowledge base and various contact management systems)
  • Communicate quickly and effectively to various levels internally at Uber and externally to users as needed
  • Be a subject matter expert on processes and may help internal Uber CSRs as well as users with complex problem solving
  • Triage urgent issues, escalate to appropriate stakeholders, and drive them to resolution as necessary

REQUIREMENTS

  • Exceptional reading comprehension and writing skills. Must be able to connect what users are asking for with answers to their true issues. You read quickly, process information quickly, and respond in writing with the highest level of grammatical correctness.
  • Passion for helping others and creating support experiences that exceed users’ expectations.
  • Exceptional verbal communication skills – must be able to understand complex issues and communicate those issues in simple ways both internally to Uber teams and externally to customers.
  • Ability to troubleshoot problems and find speedy resolutions.
  • Skilled at handling many complex and urgent issues at once to efficiently solve a large number of inquiries.
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
  • Weekend and weekly evening shifts are required.
  • Passion for helping others and creating support experiences that exceed users’ expectations.
  • You’re an Uber evangelist — you care deeply about the product and getting others excited to ride and partner with Uber.
  • Ability to work under stressful situations

PREFERRED QUALIFICATIONS

  • Bachelor’s degree or college experience preferred. Bachelor’s in Business, Communications, English or Journalism preferred.
  • Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments.
  • Advanced case management experience strongly preferred.
  • Crisis counseling experience preferred

Benefits:

  • 401(k) plan, gym reimbursement, eight paid company holidays
  • Full medical/dental/vision package to fit your needs
  • Robust paid time off policy; work hard and take time when you need it

Perks:

  • Employees receive monthly Uber credits
  • We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated co-workers in a fun office environment

Meet Some of Uber's Employees

Brian M.

Community Management Specialist

Brian makes sure that every Uber user has an amazing experience. He troubleshoots roadblocks to customer happiness and also does outreach to attract new Uber users.

Swathy P.

Operations & Logistics Manager

Swathy is part of the team that is the driving force behind Uber’s transportation options. She helps sign up the drivers, makes sure the vehicles run smoothly, and tackles any logistical bumps along the road.


Back to top