About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Compliance center locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Compliance center locations around the world and provide sign-up help and overall support.
Uber's Centers of Excellence (COEs) are contact management centers. 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.
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Your Impact In Role
- Provide high quality front facing customer support
- Ensure issues are resolved using procedures or are escalated promptly
- Facilitate driver sign-ups and communicating value proposition of driving with Uber, which may include proactive outreach
- Engage and support Drivers and Earners already on the platform in order to enable them for greater success
- Partner with management on improving/buildings support processes
- Assist with local events and promotions
- Troubleshoot and problem solve through straight technical issues
- Communicate effectively with various stakeholders when needed
- Present to groups of drivers & earners
- Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
- 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
The Experience You'll Bring
- Some experience in retail, hospitality, or customer service
- Attention to detail, problem-solving, communication (written and verbal) skills
- Empathy, punctual, organization, EQ, active listening, basic computer savvy, teamwork/collaboration, adaptability, conflict management / resolution, adaptability
- At least 6 months of experience in retail, hospitality, or customer service in person or contact center environment
- Comfortable operating in multiple modalities
Language Skills
- Experience in using Support Service or Customer support languages
- Fluent in English and Japanese (Bi-lingual or semilingual)
- Communication skills in verbal and written (Japanese)
- Communication skills in verbal and written (English) - only internal communication
Shift Schedule
Willingness to work in shifts (rotating day, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
Working Style
- Must be able to work from our Nagoya Compliance Center
- Willingness to work during public holidays, weekends and overtime (based on business needs)
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.