Address
Form of workAbout the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers! We are looking for a strong Premium Support Specialist to join our US&C High Capacity Vehicles (Uber Shuttle) team and work for the diverse regions and teams in our organization. The Premium Support Specialist is the face and voice of Uber to clients Fleet Partners and Merchants, supporting in onboarding, education as well as everyday back-office tasks. Additionally, the Premium Support Specialist coordinates cross-functional responses for clients and works closely with the other internal partners to provide the best possible experience to our clients!
What You'll Do
- Deliver high quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment
- Handle customer escalations
- Perform root cause analysis and present findings
- Communicate with cross-functional partners
Basic Qualifications
- At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment.
- Experience operating in multiple modalities.
- Comfortable with problem solving, collaboration and stakeholder management.
Preferred Qualifications
- 2+ years of B2B, sales, case management, account management experience providing email, phone, and/or chat support or client management environment.
- Ownership mindset - Appropriately raises client issues for timely and full resolution and effectively keeps the client informed of the resolution status until the issue is fully closed.
- Proficient with deep-diving into data, analytics, and reporting of KPIs to internal partners.
- Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations
- Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs, we will adapt our responses as new policies are defined and priorities change to enable.
- Bonus points if you have additional languages
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$23.50 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](https://www.uber.com/careers/benefits).
Uber is proud to be an Equal Opportunity/Affirmative Action 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](https://forms.gle/aDWTk9k6xtMU25Y5A).
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.
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers! We are looking for a strong Premium Support Specialist to join our US&C High Capacity Vehicles (Uber Shuttle) team and work for the diverse regions and teams in our organization. The Premium Support Specialist is the face and voice of Uber to clients Fleet Partners and Merchants, supporting in onboarding, education as well as everyday back-office tasks. Additionally, the Premium Support Specialist coordinates cross-functional responses for clients and works closely with the other internal partners to provide the best possible experience to our clients!
What You'll Do
- Deliver high quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment
- Handle customer escalations
- Perform root cause analysis and present findings
- Communicate with cross-functional partners
Basic Qualifications
- At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment.
- Experience operating in multiple modalities.
- Comfortable with problem solving, collaboration and stakeholder management.
Preferred Qualifications
- 2+ years of B2B, sales, case management, account management experience providing email, phone, and/or chat support or client management environment.
- Ownership mindset - Appropriately raises client issues for timely and full resolution and effectively keeps the client informed of the resolution status until the issue is fully closed.
- Proficient with deep-diving into data, analytics, and reporting of KPIs to internal partners.
- Passion for helping others and creating support experiences that exceed user expectations - Client administrators represent top-tier global firms and have savvy knowledge of B2B standards and high expectations
- Comfort with change and ambiguity - administrators of our premium clients will present new and previously unexplored questions based on their individual B2B needs, we will adapt our responses as new policies are defined and priorities change to enable.
- Bonus points if you have additional languages
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$23.50 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](https://www.uber.com/careers/benefits).
Uber is proud to be an Equal Opportunity/Affirmative Action 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](https://forms.gle/aDWTk9k6xtMU25Y5A).
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.
