Customer Support Specialist

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 high-value phone 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

- Demonstrate empathy while solving customer concerns

- Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues.

- Work on both phone and ticket-based cases, if relevant, and resolve escalations.

- Highlight common ticket types/issues to the Team Lead

- Provide high-quality customer support (Phone Support with some email work)

- Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible

- Solve problems and address unsatisfactory consumer experiences with ownership and service recovery. Care about individual consumer experiences.

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

- Empathetic and love resolving issues (customer facing) as efficiently, politely, and professionally as possible

- Excellent Communicator

- Willing to go above and beyond in an effort to deliver a world-class customer experience.

- Comfortable and personable when handling customers via phone or email.

- Ability to quickly adapt to change

- Ability to work evenings and weekends

- Highly motivated problem solver with an ownership mentality.

- Be An Owner. Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.

- Interested in finding opportunities for improvement (enhancements or bugs) as you advocate for customers.

Preferred Qualifications

-Ability to multitask, prioritize, and handle time effectively

- Premium support experience

- Retention and de-escalation experience

- Excellent problem solving skills

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](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.