Job Description

As a Customer Support Specialist, you take ownership for resolving issues for customers [OWN THE ISSUE]. You use your customer centricity, problem solving, and critical thinking skills to tackle the most sophisticated and challenging customer concerns. You will be the voice of Uber for customers and create advocates out of even the most frustrated users, and you\'re always looking for outstanding and exciting ways to improve their experience!ECR directly deals with contacts received by the Executive Leadership Team and delivers best of the kind customer support to the riders while also continuously updating and closing the loop with senior leadership tagged on the issue. Handover Team handles predetermined escalations in Bliss, which are separated from True Escalations.The COSs need to interact with multiple functions within Uber at a daily level to solve for customer issues of top segmented rider/ escalated contacts. With great poise, tact and a calm-mind, these agents drive to turnaround customer experience for good.---- What the Candidate Will Do ----Solving difficult problems: Seek to understand the complexity of customer issues, and employ your critical thinking, problem solving, and case management skills to proactively solve these contacts effectively and efficiently.Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channelsBeing customer centric: Be empathic to our customer\'s issues, and provide outstanding customer service to turn their negative experiences into positive ones.Working collaboratively with others: Work closely with regional leadership and your team to solve difficult issues and provide insights that improve the quality of Uber\'s customer support to drive a culture of learning and continuous improvement within the company.---- Basic Qualifications ----Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.Communication skills: Excellent composition skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolutionWork experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environmentWe welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let\'s move the world 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 .Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.

Uber