About the Role
At Uber, providing outstanding support that establishes trust for users is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the most compelling, most efficient way.
Community Support Representatives (CSR) are all about helping and educating all our users. We help (unhappy) people resolve their issues and turn them into our most passionate advocates!
CSR are also excellent at engaging with non-support issues received. With a strong understanding of our policies & logic, and extraordinary online wit, you will be able to support the marketing team by being the voice of the Uber brand on social media.
The right candidate is always seeking outstanding and exciting ways to resolve problems with outstanding support and communication, ensuring that problems are resolved promptly while developing trustworthy relationships with our community and will be quick on their feet & good with words.
We are seeking a diligent, personable, highly-organized CSR to assist the city's operations team as we continue to grow our presence.
This is a full-time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber.
What you will do
- Deliver high-quality support across social media platforms such as Facebook, Twitter, and Instagram.
- Deliver high-quality service across multiple support platforms (email, chat, phone).
- Be a passionate contact point for riders and drivers, eaters and delivery partners while answering any questions that come your way.
- Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences.
- Triage issues and raise them when necessary.
- Turn negative interactions into positive discussions and identify ad-hoc online opportunities to be leveraged to drive positive sentiment.
- Collaborate to proactively draft messages in order to address new users concerns.
What you will need
- Proficiency in German
- Great level of English
- A minimum of 1 year customer support experience is a plus!
- Social media appetite. You understand key social media channels and interactions
- Empathy. Incredible sense of understanding of both riders and drivers, eaters and delivery partners
- Eloquence. You're able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
- Agility. You can move quickly with care. You embrace change and can absorb new information with ease
- Engagement. You thrive to be on the front lines of a highly visible, fast-growing brand
- Customer obsessed. Willingness to help others and create support experiences that exceed users' expectations
- Collaborative attitude. You are a great teammate and have the ability to work well in a collaborative environment,
- Flexibility. Weekend and weekly evening shifts are required
- Uber advocate. You care deeply about the product and getting others excited to ride and partner with Uber
- Bachelor's degree or college experience preferred but not mandatory
- Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments preferred but not mandatory.
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.
