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Premium Support Specialist

4 months ago

Phoenix, United States Uber Full time

**About the Role**

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders and eaters. 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 premium phone support.

This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required.

You must reside in the United States to be considered for this position.

**This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.**

What You'll Do
- Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible
- 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.
- Willing to go above and beyond in an effort to deliver a world-class customer experience.
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- Solve problems and address unsatisfactory consumer experiences with ownership and service recovery.
- Care about individual consumer experiences and be a customer advocate.
- Comfortable using multiple platforms and tools to identify issues and possible resolutions.
- Change course as priorities shift in real time with new inbound issues.
- Keep up to date with new challenges from our consumers, and the changes and product improvements from our internal teams.
- Interested in finding opportunities for improvement (enhancements or bugs) as you advocate for customers.

Basic Qualifications
- Experience in Customer Service/Support
- Excellent Communicator
- Excellent problem solving skills

Preferred Qualifications
- Premium support experience
- Retention and de-escalation experience Highly motivated problem solver with an ownership mentality