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SalaryAbout 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. Customer operations team employees respond to tickets submitted virtually by customers.
You must reside in the United States to be considered for this position, as this role doesn't provide visa sponsorship. This is a Hybrid position, and onsite work is required.
What You'll Do
Basic Qualifications
At Uber, providing amazing support that establishes trust for riders and driver 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!
Community Support Representatives are all about helping and educating customers. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.
As an Elevated DirectSupport Specialist (EDS), you'll help support Uber's growing New Verticals business with Pharmacy Deliveries.
Note: This role consists of a blended workflow of inbound/outbound phone calls and email support and requires a balance of independent case management and note-taking.
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.
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. Customer operations team employees respond to tickets submitted virtually by customers.
You must reside in the United States to be considered for this position, as this role doesn't provide visa sponsorship. This is a Hybrid position, and onsite work is required.
What You'll Do
- 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
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
- Ability to work weekends
- 1+ Years of customer service experience
- Customer empathy - You have a deep understanding of the user experience, and the ability to resolve Customer Support requests in thoughtful and creative ways
- Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods
- Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another
- Strategic problem solving - You can leverage multiple resources to inform and support critical decisions.
- Excellent organization - You effectively prioritize work to target the highest-impact issues first.
- Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
- Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations.
- Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback.
- High flexibility - When the only constant is change, you're ready to roll with the punches
- Bachelor's Degree in Business, Communications, English, or Journalism
- Support experience in a high-volume call center environment, such as service industries, retail, or hospitality
- Bonus Points: proficiency in English and Spanish (bilingual preferred)
At Uber, providing amazing support that establishes trust for riders and driver 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!
Community Support Representatives are all about helping and educating customers. We help people resolve their issues and turn unhappy users into our most passionate evangelists. The right candidate is always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community.
As an Elevated DirectSupport Specialist (EDS), you'll help support Uber's growing New Verticals business with Pharmacy Deliveries.
Note: This role consists of a blended workflow of inbound/outbound phone calls and email support and requires a balance of independent case management and note-taking.
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.
