Customer Support Representitive German Speaker
About the role and team
Community Operations at Uber is where real people solve real problems in real time. As a Community Support Representative, you will help resolve issues for our German-speaking community, turning uncertainty into clarity through empathy and sound judgment. You'll find purpose in bridging the digital and real worlds, showing up for the millions of people who rely on the Uber platform every day.
The pace here is intense and the stakes are high, as the answers to our community's problems are not always predefined. This role requires a steady, sharp mindset and the resilience to balance empathy with fast action in a high-pressure environment. If you are energized by the challenge of solving messy, real-world problems at scale and want to grow in a culture where your unique perspective matters, this is where you'll thrive.
What you'll do
- Support riders, drivers, couriers, and merchants during critical moments by navigating multiple contact management systems to turn uncertainty into clarity.
Want more jobs like this?
Get jobs in Lisbon, Portugal delivered to your inbox every week.
- Resolve a high volume of complex customer issues across phone, chat, and email, making fast, thoughtful decisions even when the path forward isn't obvious.
- Communicate with care and professionalism in emotionally charged situations, ensuring our community feels heard while managing internal and external stakeholder expectations.
- Investigate messy case details to identify root causes and patterns, escalating issues that impact the experience at scale to improve how we support our users.
- Adapt to constantly evolving tools and workflows, unblocking your teammates by sharing feedback that helps raise the bar for the entire team.
- Own your performance goals by balancing speed with accuracy, ensuring every interaction stays centered on the person behind the problem.
Time spent in the day
- 60% Resolving high-volume customer contacts via phone, chat, and email.
- 20% Investigating complex cases and documenting root cause trends.
- 10% Collaborating with cross-functional partners to escalate urgent issues.
- 10% Participating in team training and feedback sessions to improve support workflows.
Basic Qualifications
- Proficiency in German and English (written and spoken).
- High school diploma or equivalent experience.
- Experience using multi-application computer systems to navigate between various tools and knowledge bases.
- Ability to work in a rotating shift environment from Monday to Sunday.
Preferred Qualifications
- Demonstrated resilience and the ability to stay calm under pressure in high-stakes environments.
- Strong systems thinking to connect user inquiries with the underlying technical or process issues.
- Experience in cross-functional collaboration to solve ambiguous problems.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program