About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Uber's Centers of Excellence (COEs) are the 24/7 contact management hubs that make this mission possible. At our COEs, we hire Community Support Representatives, Managers, and many other essential roles to support our business needs and continued growth. Our customer operations teams respond to virtual tickets and provide high-quality support to ensure a seamless and reliable experience for every user on the Uber platform.
What You Will Do
Omnichannel Support: Provide high-quality virtual customer support through ticket systems, including phone and email channels.
Effective Resolution: Resolve low-to-medium complexity customer issues by following established procedures and guidelines.
Customer Advocacy: Ensure high customer satisfaction by demonstrating empathy and care while solving customer concerns.
Continuous Improvement: Perform root cause analysis on specific cases and present findings to improve the overall customer journey.
Operational Stability: Work within a stable line of business characterized by low ambiguity and well-documented support procedures.
Basic Qualifications
Language Proficiency: Professional proficiency in both French and English is required.
B2B Experience: At least 6 months of experience in B2B support, B2B proactive outreach, or B2B account management.
Adaptability: Comfortable and efficient when operating across multiple communication modalities.
Customer Centricity: A strong "customer-first" mindset with a dedication to providing high-quality service.
Stakeholder Management: Ability to manage relationships and communicate effectively with internal and external partners.
Technical Tools: Prior experience using Salesforce is required.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.