What are the responsibilities and job description for the Customer Support Specialist, Internal Escalations (Messaging) position at Uber?
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
Basic Qualifications
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.
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
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
- Strong written and verbal communication skills
- Adept in problem-solving and conducting in-depth investigations
- You have experience working with complex data sets
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.
Salary : $29