What are the responsibilities and job description for the Customer Support Specialist, UGO Escalations position at Uber?
About the Role
At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Specialists are empathetic and skillful communicators who resolve issues and answer questions for our valued customers. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Customer Support Specialists make magic, turning unhappy users into our most passionate evangelists.
The UGO Escalations (Unable To Go Online) team is a rapid response group of specialists tasked with delivering an efficient, hyper-focused support experience to Earners (Drivers & Delivery People) who experience roadblocks when attempting to use the Uber app to earn, driving the overall business’ supply recovery efforts closer to goal.
Note: This is a fixed hourly waged role and does not provide relocation assistance and visa employment sponsorship or transfers.
What You Will Do
- Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and tickets
- Investigate case details to determine the root cause of issues
- Learn and master multiple applications and resources including contact management systems and knowledge bases
- Communicate quickly and effectively to internal and external stakeholders
- Triage and escalate urgent issues in order to drive them to resolution
- Complete thorough documentation and notation on customer contacts and trends
- Provide feedback to leadership and program teams regarding processes and trends
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
- Bachelor’s Degree in Business, Communications, English, or Journalism
- Support experience in a high-volume environment, such as service industries, retail, or hospitality
- Crisis counseling experience
- Ability to work weekends, holidays, and outside a standard 8 to 5 shift
- Customer empathy – You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
- Strong written and verbal communication skills – You are an effective communicator and listener, and you adapt easily to varied communication methods
- Collaboration – You value teamwork and contribute to a synergistic work environment where people learn from one another
- Strategic problem solving – You can leverage multiple resources to inform and support critical decisions
- Excellent organization – You effectively prioritize work to target the highest-impact issues first
- Optimism – You are motivated by a challenge, and you approach problems with a positive attitude
- Ability to remain calm under pressure — You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
- Desire to learn – You’re a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback
- High flexibility – When the only constant is change, you’re ready to roll with the punches
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 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.
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.