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Senior Customer Support Specialist

4 months ago

Burbank, California, United States Uber Full time

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Greenlight locations around the world and provide sign-up help and overall support.

What You'll Do

Provide high-quality front-facing customer support

Ensure issues are resolved using procedures or are escalated promptly

Facilitate driver sign-ups and communicate the value proposition of driving with Uber, which may include proactive outreach

Engage and support Drivers and Earners already on the platform in order to enable them to achieve greater success

Partner with management on improving/building support processes

Assist with local events and promotions

Troubleshoot and problem-solve through straight technical issues

Communicate effectively with various stakeholders when needed

Present to groups of drivers & earners

Act as an SME and, provide feedback on processes, policies, and help with edge cases, including in real-time, while monitoring floor

Resolve complex cases and escalations on the floor

Provide basic support projects which have an impact on greenlight KPIs and Expert engagement

Provide floor support projects which have an impact on Greenlight KPIs and Expert engagement

Provide floor support and help manage the daily operational running of the hub, hosting internal teams (e.g., Product)

Work full-time on-site Monday-Friday standard 9:30 to 5:30 shift

Basic Qualifications

2+ years of Customer support experience in a high-volume environment, such as service industries, retail, or hospitality

Attention to detail, problem-solving, and communication (written and verbal) skills

Ability to navigate customer service operations without direct oversight of a manager

Ability to successfully navigate challenging and escalated customer service complaints

Ability to make business-critical decisions in the moment without requiring additional support

Empathy, punctuality, organization, EQ, active listening, basic computer savvy, teamwork/collaboration, adaptability, conflict management/resolution, adaptability

Strong prioritization and time management

Preferred Qualifications

Sales, account management, or business development experience

Experience leading peers to achieve success metrics without direct manager oversight

Bachelor's Degree

1 Year of floor supervisory/manager experience or Keyholder

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.

Physical Requirements:

Expected to remain in a stationary position, often sitting or standing for prolonged periods

May be required to perform repeating motions that include the wrists, hands, and/or fingers, e.g., using a keyboard

Additional Requirements include but are not limited to the following:

Required to have regular and predictable attendance in the assigned work location

Ability to work in an open floor plan with moderate noise

For Burbank, CA-based roles: The base hourly rate amount for this role is USD$22.75 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 []).

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]).

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.