Customer Support Specialist -

About The Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and 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 in-person customer support.

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 which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
• Work on both phone and ticket-based cases, if relevant, and resolve escalations
• May perform root cause analysis and present findings
• Highlight common ticket types / issues to Team Lead
  
  

Basic Qualifications

• At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
• Comfortable operating in multiple modalities
• Ability to use different tools for a customer solution
  
  

Preferred Qualifications

• Delivery experience
• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• High flexibility - When the only constant is change, you're ready to roll with the punches while remaining customer-centric and driving resolutions