Senior Customer Support Specialist - Internal Escalations

Community Operations Representative

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 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:

• Case manage and resolve complex customer support issues that have been escalated by other customer support specialists within the network.
• Provide thorough, detailed customer support using various support platforms including email, chat, and phone.
• Track escalated issue trends, identify root causes, report on insights, and propose process improvements to remove roadblocks and make Uber's community support more effective and efficient.
• Build strong relationships and work in partnership with internal stakeholders including program, content, and technology teams.
• Make recommendations for new or improved content, both customer-facing (e.g., saved replies) and internal support facing (e.g., the KB).
• File bug reports for issues that need engineering fixes.
• Save at-risk customer relationships by providing the highest level of customer service.
• Reroute inappropriately escalated customer support issues to appropriate teams and provide feedback on how the issue should have been resolved at first touch.

Basic qualifications:

• For internals: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB).
• For externals: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment (with focus on modalities associated with specific LOB).
• Comfortable operating in multiple modalities.

Preferred qualifications:

• Strong written and verbal communication skills.
• Excellent interpersonal skills.
• Strategic problem-solving skills.
• Desire to learn.
• Collaboration.
• Customer empathy.
• Optimism.
• Excellent organization.
• High flexibility.
• 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.

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.

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