Premium Customer Support Specialist
6 days ago• Phoenix, AZ
About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, eaters, and merchants.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 premium, white-glove phone support experiencesphone support!
This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required.
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.
This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.
What You'll Do:
- Deliver Uber's highest quality of customer support, providing an unparalleled, white-glove experience through inbound phone and email interactions.
- Achieve exceptional customer satisfaction by demonstrating empathy and resolving concerns with efficiency, politeness, and professionalism.
- Drive customer retention by building strong relationships and expertly de-escalating situations.
- Take ownership of customer problems, consistently elevating Uber support with a self-driven passion for problem-solving.
- Seamlessly navigate multiple platforms and tools
- Adapt swiftly to shifting priorities, effectively managing new inbound issues in real-time.
- Stay at the forefront of the consumer experience and internal product enhancements, continuously advocating for customer needs.
- Proactively identify opportunities for improvement, from enhancements to bug fixes, always prioritizing the customer's perspective.
- Continuously develop your subject matter expertise, owning the improvement of your performance.
Basic Qualifications:
- FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB)
- FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB)
- Comfortable operating in multiple modalities
- English language proficiency
Preferred Qualifications:
- Call Center premium customer support experience
- Ability to handle high volume phone calls/emails
- Ability to multitask, prioritize, and handle time effectively
- Retention and de-escalation experience
- Empowerment: Highly motivated problem solver with an ownership mentality
- Strong Communication Skills: Articulate speaker with ability to maintain a highly professional and composed tone
- Passion for Service: A genuine desire to serve others and create memorable experiences
- Commitment to Excellence: A drive to deliver the highest level of quality in every interaction, no matter how small
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For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$21.00 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): Phoenix, AZ
Job ID: Uber-148970
Employment Type: FULL_TIME
Posted: 2025-09-27T00:25:50
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