Premium Customer Support Specialist

Community Operations Representative

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 premium, white-glove phone support experiences 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

• Deliver Uber's highest quality of customer support, providing an unparalleled, white-glove experience through inbound phone and email interactions.
• Achieve exceptional customer satisfaction by demonstrating empathy and resolving concerns with efficiency, politeness, and professionalism.
• Drive customer retention by building strong relationships and expertly de-escalating situations.
• Take ownership of customer problems, consistently elevating Uber support with a self-driven passion for problem-solving.
• Seamlessly navigate multiple platforms and tools.
• Adapt swiftly to shifting priorities, effectively managing new inbound issues in real-time.
• Stay at the forefront of the consumer experience and internal product enhancements, continuously advocating for customer needs.
• Proactively identify opportunities for improvement, from enhancements to bug fixes, always prioritizing the customer's perspective.
• Continuously develop your subject matter expertise, owning the improvement of your performance.

Basic Qualifications

Preferred Qualifications

For Phoenix, AZ-based roles : The base hourly rate amount for this role is USD$21.00 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.