Customer Support Specialist, Executive Community Relations (ECR)

About the Role

The Executive Community Relations (ECR) team provides white-glove, full-resolution support to users whose influence is critical to Uber's success. These users include high-visibility community members, Uber's employees and Executive Leadership Team, and customers with uniquely sensitive issues that require additional care. ECR specialists are skillful communicators who can tactfully tailor their messages to suit diverse audiences and support platforms, including phone, email, and chat. In addition to resolving customer issues, ECR specialists analyze case details and provide insights and recommendations to key stakeholders.

What You'll Do

• Provide unparalleled customer support experiences and resolutions for Uber employees, executive leadership, and key community influencers
• Own support processes that are often highly complex, urgent, and sensitive
• Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber's public narrative
• Send timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis
• Maintain relationships and build trust with key business partners, including Operations, Communications, Community Operations, Legal, Media, and members of Uber's Executive Leadership Team
• Navigate multiple knowledge bases (KBs) and contact management systems to resolve diverse and nuanced issue types across lines of business
• Think outside of the box to develop creative support solutions that best serve the customer and Uber

Basic Qualifications

• At least 1 year of experience in retail, hospitality, or in-person customer service, or in a contact center environment
• Strong written and verbal communication skills
• Basic English language proficiency

Preferred Qualifications

• Experience in executive communications
• Case management or experience with JIRA or other similar systems
• Very detail-oriented
• Experience handling multiple stakeholders simultaneously
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
• Strategic problem solving - You can leverage multiple resources to inform and support critical decisions
• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
• High flexibility - When the only constant is change, you're ready to roll with the punches while remaining customer-centric and driving resolution

About the Team

The ECR team sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.



For Chicago, IL-based roles: The base hourly rate amount for this role is USD$30.30 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.