Customer Support Specialist, Executive Community Relations (Swing Shift) - Full-time

About the job

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 The Candidate Will Do

• Deliver high-quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment
• Handle customer support escalations
• Perform root cause analysis and present findings on customer support processes and content
• Partner with cross-functional stakeholders to solve findings
• Partner with programmatic internal teams to identify themes and solve recurring customer pain points
• Create customer support process improvement proposals (e.g. saved replies, KBs, processes)
• File bug reports, using business judgment, for issues that need engineering fixes
• Manage communications and setting expectations with false positive escalated customer support issues

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

• Strong written and verbal communication skills
• Adept in problem-solving and conducting in-depth investigations
• You have experience working with complex data sets

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.25 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., For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.25 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.

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