Senior Community Operations Specialist - Manila
Uber is a technology company that is changing the way the world thinks about transportation. We are building technology people use everyday. Whether it’s heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life.
We’re making cities safer, smarter, and more connected. And we’re doing it at a global scale-energizing local economies and bringing opportunity to millions of people around the world.
Uber’s positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.
What you’ll do
At the core of the Uber business is customer support. Our organization understands that the way we handle the toughest, most challenging rider and partner-driver concerns has measurable impact on our business.This is why Uber is now looking for Senior Community Operations Specialists who will lead rider and partner-driver support efforts on a global scale.Senior Customer Operations Specialists are all about driving elevated user experience. As a team, we do everything in our ability to make Uber unlike any other company out there by means of providing excellent support for both riders and partner-drivers. We’re always looking for unique and exciting ways to resolve the most challenging problems customers and partners in cities we operate in encounter. Through excellent support, we take dissatisfied riders and turn them into our most passionate evangelists; We will always work to have riders ride an Uber again and again. We also empower the livelihoods of our partners; We make sure that we take care of any concerns Uber partners may have so they can get out on the road and move riders around cities.This role is about taking support to a whole new level, spreading passion for Uber globally.We believe that people are one of the most important assets to Uber and because of that we foster an environment that is welcoming to diverse perspectives.
Who you are
Instinctive, innovative and inspirational as a leader. There will be excited team members who will look up to you for guidance on difficult or complex issues. They are inspired by your passion for helping others and your dedication to doing the right thing. You’re first to drive necessary actions to make sure excellent support is not sacrificed. As a leader, you also utilize analytics and numbers to back up your decisions.You take ownership. Owners seek creative solutions, optimize for long-term outcomes, bridge gaps in organizations, think, follow through, and act beyond their job description.Optimistic Leadership. Optimism is inspiring, and inspiration leads to people collaborating together to make the whole greater than the sum of the parts. Would you rather connect with someone optimistic and inspiring or someone negative? Optimism can lead the world into a vision for progress that is inspirational. A company whose behavior garners trust and respect is imperative if it desires to be a part of that change.Passionate and dedicated to growing Uber through excellent support. You will be completely transforming the concept of support at Uber. You’re excited about engaging with the most challenging problems and questions from riders and partner-drivers.Reliable and calm under pressure. Dealing with new and different challenges among a wide range of rider and partner-driver cultures excites you. You have a way to anticipate problems that come your way and you like finding resolutions, using all resources available to you. You can move quickly with care. You embrace change and can learn and understand new information during times of pressure without losing composure during communication with the customer.Incredibly empathetic, patient, and understanding. You are easily adaptable and responsive to the emotion and tone of the rider or partner-driver you are dealing with. You are able to understand and resolve their issues quickly while knowing how to flexibly shift and adjust your communication approach with each of them.You have excellent communication skills and a passion for technology. A rider or a partner-driver will appreciate having you on the other end of the line, as you are helpful, capable and knowledgeable of the product. This makes you awesome to exchange information with. You’re very comfortable using either written or spoken English to handle user concerns over email, through instant messaging or over a call. You also embrace most, if not all, things technology-related, thus your passion for our product.
What you’ll need
Bachelor’s degree with an above average academic standingAt least 3 years work experience with 1year in a managerial roleExcellent in both written and spoken EnglishExceptional comprehension and writing skillsHigh proficiency with using office tools (e.g., Excel, Word) and can quickly learn to use new software/appsFamiliarity with e-commerce toolsExcellent problem solving skills with the ability to efficiently address the core issues of usersPassion for creating support experiences that exceed users’ expectationsWillingness to work in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of usersWillingness to work on different shifts, totaling 40 hours per week, including weekend and weekly evening shifts
3 years work experience in high-growth, productive, constantly-changing environmentsWork experience in other customer-centric industries (ex. Hotels, airlines, F&B, etc.)Extensive experience dealing with different markets (countries) and excellent understanding of cultural differencesUnderstanding of other analytical tools (ex. SQL)
Ground floor opportunity with the team; shape the direction of the companyThe rare opportunity to change the way the world moves.We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally.Smart, engaged co-workers.
Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.
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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.
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