EMEA Community Operations Support Documentation Coordinator

Uber Overview

EMEA Community Operations Support Documentation Coordinator

ABOUT UBER

Uber is a Series-F venture-funded startup headquartered in San Francisco. We are a global mobility and logistics technology platform: our flagship service allows users to request quality, on-demand rides with a touch of their smartphone but we are rapidly developing new products. We are present in 500+ cities worldwide, including over 70+ cities in EMEA with plans to rapidly expand in the region.

Our technology allows us to move the physical world: we believe that, through innovation and entrepreneurship, we can have a meaningful impact on cities around the world.

At Uber, providing amazing support for riders and 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.

Job Description

ABOUT THE ROLE

At Uber thousands of people are engaged in providing world-class support to riders and driver partners. Ours is a dynamic and changing company, so our support people need to be kept up to date on every nuance. Our support documentation platform is the vital tool at the core of this – it has to be constantly up to date, easily readable by thousands of people across multiple countries and easily updateable by hundreds of people across many languages. Uber has amassed a veritable treasure trove of Community Operations documentation, including support processes and logic. The EMEA Learning Team aims to make Uber’s regional Community Operations documentation a cornerstone of our training and operations initiatives.

We are looking for a Support Documentation Coordinator with the right balance of writing and technical abilities. You will be contributing to the learning and development of the EMEA Community Operations team supporting millions of trips around the world.

WHAT YOU’LL DO

You’ll be tasked with building support documentation in an innovative and scalable way at a company that’s growing like crazy and changing constantly. You’re prepared to:

  • Build and maintain working relationships with Subject Matter Experts (SMEs) in the different countries in EMEA to create, review and edit documentation, facilitating the timely accomplishment of project deliverables.
  • Work closely with regional Community Operations to produce support documentation that everyone in Community Operations can trust
  • Write high quality technical documentation for complex subjects in the most economical manner possible.
  • Architect and properly organize documentation, from the layout of content on a page to finding its proper place in the entire documentation taxonomy, with search optimization in mind
  • Help guide tool development and selection
  • Improve existing onboarding and education processes with documentation, helping agents contribute quicker
  • Define standards and style guidelines that help other writers, as well as agents. You will be a steward of quality and efficiency

WHAT YOU’LL NEED

  • 3+ years working with adult learning content — specifically eLearning & interactive curriculum design — or knowledge management systems
  • Bachelor’s degree in Instructional Design, Information Technology, Adult Education, or other relevant discipline required. Master’s degree desirable
  • Data-driven decision making mentality and sound business judgment through strong analytical thinking
  • An eye for effective UX / UI
  • Literate in SQL and Excel or another data management tool preferred
  • A flair for writing — concise, structured and packed with personality
  • Startup, all-hands-on-deck approach

THE “HOW”

  • A builder – Creating scalable content, with help from SMEs & curriculum leads, is a piece-of-cake.
  • Tech Savvy – You are comfortable learning new systems and have experience in building and creating eLearning across multiple tools
  • A self starter – You’re ready for the autonomy that comes with building a new process at Uber.
  • A team player – You aren’t scared to collaborate across function or region to get the best possible outcome for your content.
  • Poised – Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
  • Process driven – You have superior organizational skills, and constantly look to iterate on things to make them more efficient.
  • Naturally curious – You love learning and are invested in making our Community Operations Learning org successful through laying a strong foundation for our Community Support teams.
  • Hustle – Uber moves fast, and runs lean. You’re flexible, fearless, and never satisfied with the status quo. You have no problem stepping on other people’s toes if it means pushing for the right idea that will help build awesome experiences for our users across the globe.
  • Ownership – You get things done. Passionate, self-driven and fearless, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don’t wait around for other people to tell you what to do and have the initiative to solve problems on your own.
  • Motivated – You understand the impact of a highly satisfied, excited crew of users, and are slightly obsessive-compulsive about grinding away at issues.
  • Service orientation – As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go.

Perks

PERKS

  • Employees are awarded Uber credits each month.
  • Ground floor opportunity with the team; shape the strategic direction of the company
  • The rare opportunity to change the world such that everyone around you is using the product you built
  • We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated, hard-working 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.

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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.


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