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 completed in the most compelling, most efficient way.
In the French Driver LOB, you'll be helping Drivers to improve their experience through messaging and callbacks. The right candidate is always seeking for outstanding and exciting ways to resolve problems with outstanding support and communication, have a strong understanding of our policies & logic, ensuring that problems are resolved promptly. This is a full time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber!
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What You'll Do
Connect what users are asking for with answers to their true issues
Investigate case details to figure out root cause of issues
Troubleshoot problems and find speedy resolutions
Resolve high volume of contacts through various support modalities which may include emails, tickets, inbounds and outbound calls
Learn and master multiple applications and resources including contact management systems and knowledge bases
Triage and escalate urgent issues in order to drive them to resolution
Complete thorough documentation and notation on customer contacts and trends
Communicate quickly and effectively to internal and external stakeholders
Provide feedback to leadership and program teams regarding processes and trends
Basic Qualifications - What You'll Need
- Ability to work weekends, holidays, and outside a standard 8 to 5 shift
- Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
- Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods
- Collaboration - You value teamwork and contribute to a collaborative work environment where people learn from one another
- problem solving - You can use multiple resources to advise and support critical decisions
- Excellent organisation - You effectively prioritise work to target the highest-impact issues first
- Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
- Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
- High flexibility - When the only constant is change, you're ready to roll with the punches
Bonus Points
Bachelor's Degree in Business, Communications, English, or Journalism
Support experience in a high-volume environment, such as service industries, retail, or hospitality
Crisis counseling experience!
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.