Customer Support Specialist, Internal Escalations (Phone)

What the Candidate Will Need / Bonus Points

What the Candidate Will Do

• Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and tickets
• Investigate case details to determine the root cause of issues
• Learn and master multiple applications and resources including contact management systems and knowledge bases
• Communicate quickly and effectively to internal and external stakeholders
• Triage and escalate urgent issues in order to drive them to resolution
• Complete thorough documentation and notation on customer contacts and trends
• Provide feedback to leadership and program teams regarding processes and trends

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

Preferred Qualifications

• Bachelor's degree in Business, Communications, English, Journalism, or a related field
• Experience providing support in a high-volume environment (e.g., service industries, retail, hospitality, or customer support operations)
• Crisis counseling or experience supporting individuals in high-stress or sensitive situations
• Availability to work weekends, holidays, and non-standard hours outside of a traditional 8:00 a.m. - 5:00 p.m. schedule
• Strong customer empathy with the ability to understand user needs and resolve support requests thoughtfully and effectively
• Excellent written and verbal communication skills, with the ability to adapt communication style across multiple channels
• Proven ability to collaborate effectively in a team-oriented environment and contribute to shared goals
• Strong problem-solving skills, including the ability to leverage multiple resources to support informed decision-making
• Excellent organizational and prioritization skills, with a focus on addressing high-impact issues efficiently
• Positive, solutions-oriented mindset when facing challenges or ambiguity
• Ability to remain calm and effective under pressure in time-sensitive and high-stakes situations
• Demonstrated willingness to learn, grow, and incorporate feedback
• High level of flexibility and adaptability in fast-paced, changing environments

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.25 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'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 fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.

Client-provided location(s): Chicago, IL

Job ID: Uber-152039

Employment Type: FULL_TIME

Posted: 2025-12-18T00:34:23