Job Information
Uber Customer Support Specialist, Internal Escalations (Messaging) in Chicago, Illinois
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 You'll 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
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
Strong written and verbal communication skills
Adept in problem-solving and conducting in-depth investigations
You have experience working with complex data sets
About the Team
Internal Escalations Customer Support Representatives sit 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 issues 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$28.50 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/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform