Merchant Premium Support Specialist

Community Operations Representative

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 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:

• Demonstrate empathy while solving customer concerns
• Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
• Work on both phone and ticket-based cases, if relevant, and resolve escalations
• May perform root cause analysis and present findings
• Highlight common ticket types / issues to Team Lead

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

Preferred Qualifications:

• Comfortable operating in multiple modalities
• Inbound & outbound phone support experience

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$23.50 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.

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.