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SalaryAbout the Role
The Customer Specialist, HiPo Social Media, engages with key Uber users on a variety of Social Media networks to build brand reputation and inspire customer dedication. A key part of this role is determining whether or not to engage with users that do not directly seek Uber's assistance via Social Media interactions. If it's determined to engage, Customer Specialists, Social Support provide full-resolution support to ensure an exceptional customer experience!
What You'll Do
The community operations team is responsible for crafting, creating and innovating the outstanding experience for all of our customers around the world!
Schedule: Schedule: Wednesday - Saturday (6pm-5am) and or Sunday -Wednesday (9pm-8am)
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 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 Customer Specialist, HiPo Social Media, engages with key Uber users on a variety of Social Media networks to build brand reputation and inspire customer dedication. A key part of this role is determining whether or not to engage with users that do not directly seek Uber's assistance via Social Media interactions. If it's determined to engage, Customer Specialists, Social Support provide full-resolution support to ensure an exceptional customer experience!
What You'll Do
- Provide unparalleled, end-to-end Social Media support experiences and resolutions for key community influencers
- Mitigate brand risk by providing seamless and timely support for users whose experience could impact Uber's narrative through Social Media exposure
- Leverage strong business judgment to determine whether to respond to users who indirectly mention Uber in Social Media posts
- Be a subject matter expert and own support processes that can be highly complex, urgent, and sensitive
- Learn multiple knowledge bases and contact management systems
- 1+ years of experience in a Customer Support role
- Customer obsession - Ability to demonstrate a customer-focused mentality toward solving problems and understand the importance of creating a world-class support experience
- Stakeholder management skills - Ability to set clear expectations and communicate status to customers and colleagues.
- Problem-solving skills - Track record of troubleshooting quickly to solve a problem and think critically about issues presented
- Resourcefulness - Able to leverage multiple resources to advise and support critical decisions
- Desire to learn - Being a highly motivated self-starter and are able to operate with minimal oversight
- Bachelor's Degree in Marketing, English, Communications, or related field
- Outstanding skills in conveying clear, tone-appropriate messages to a wide variety of users via many modalities
- Strong language comprehension - Having a strong ability to understand language nuances and sarcasm; you can identify when a user is raising a specific, serious concern vs. expressing general frustration
- Experience in high-volume Customer Support or service industries
The community operations team is responsible for crafting, creating and innovating the outstanding experience for all of our customers around the world!
Schedule: Schedule: Wednesday - Saturday (6pm-5am) and or Sunday -Wednesday (9pm-8am)
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 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.
