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!
What You'll Do
- Provide high-quality virtual customer support through ticket systems (video and phone call-based)
- Ensure low to medium-complexity customer issues are resolved using procedures.
- Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
- May perform root cause analysis and present findings
- Work on a line of business which has low ambiguity, is stable, with well-documented procedures
- Demonstrate empathy while solving customer concerns
- Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well-documented procedure, and where relevant to the line of business, outbound phone support
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- May perform root cause analysis and present findings
- Highlight common ticket types/issues to the Team Lead
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The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.
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
- Ability to multitask, prioritize, and handle time effectively
- Excellent written and verbal communication skills
- Excellent interpersonal skills, integrity, and follow-through on tasks
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 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.