Senior Merchant Support Specialist

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.

*This is an hourly waged position and requires working from our downtown Chicago office under a hybrid policy, following an initial Monday-Friday onsite training period.

Please note that relocation and employment visa assistance are not offered.*

What the Candidate Will Do

You are the primary support point of contact for administrators at Uber Eats’ largest and most brands. We’re looking for someone to build a strong rapport with these Merchants by providing consistently excellent and comprehensive support, as well as championing their issues across Uber. You’ll make using Uber Eats as seamless as possible for Merchants, resulting in a trusting, long-lasting partnership.

• Drives resolution of complex problems by leveraging internal resources and using multiple communication channels including email, chat, and inbound/outbound phone support
• Learn and cater to brand nuance to ensure each interaction and resolution is individualized and anticipates the future needs of the brand.
• Partner with internal teams to ensure your customers’ issues are escalated appropriately and satisfactorily resolved while keeping the customer informed of the progress
• Proactively identify trends or impending issues and inform your client to minimize disruption to their service
• Collaborate with Account Managers and other Stakeholders to keep them apprised of brand concerns and share optimization strategies based on brand-specific platform use and insight
• Identify and propose internal systems, product, or policy recommendations to enhance the efficiency of our support team and to improve the support experience across all Global Delivery Partners

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
• Fluent in French and English. Comfortable with communicating in both languages verbally and written

Preferred Qualifications

• Comfortable flexing between multiple workflows to assist different teams in need of French support

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.25 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.