About the RoleThe 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. Customer operations team employees respond to tickets submitted virtually by customers.You must reside in the United States to be considered for this position, as this role doesn't provide visa sponsorship. This is a Hybrid position, and onsite work is required.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 the Team Lead
Ability to work weekends
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.Basic Qualifications
FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Comfortable operating in multiple modalities
Preferred Qualifications
Passion for helping people and creating support experiences that exceed customers' expectations
Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
Excellent critical thinking and problem solving skills
Ability to multitask, prioritize, and handle time effectively
Excellent written and verbal communication skills
Excellent interpersonal skills, integrity, and follow-through on tasks
Positive outlook and ability to quickly adapt to change
Analytical/technical skills
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 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 https://www.uber.com/careers/benefits.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- https://docs.google.com/forms/d/e/1FAIpQLSdbY9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform