Full-Time

Merchant Premium Support Specialist

Posted on 10/29/2024

Uber

Uber

10,001+ employees

Global platform for ride-hailing and logistics

Automotive & Transportation

Compensation Overview

$22.75Hourly

+ Bonus

Entry, Junior

No H1B Sponsorship

Chicago, IL, USA

Employees are expected to spend at least half of their work time in the Chicago office.

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment (FOR INTERNALS)
  • At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment (FOR EXTERNALS)
  • Comfortable operating in multiple modalities
  • At least 1 year of supporting customers over the phone
Responsibilities
  • Exhibit strong empathy and active listening skills to address and resolve customer concerns effectively, ensuring a positive customer experience
  • Provide exemplary customer support and satisfaction by tackling intricate inbound and outbound customer issues, even in cases lacking well-documented procedures. Where applicable, offer outbound phone support tailored to the specific line of business
  • Manage and resolve both phone-based and ticket-based customer issues, efficiently handling escalations as necessary to maintain high service standards
  • Conduct thorough root cause analysis to understand underlying issues and communicate findings clearly to drive continuous improvement
  • Identify and report recurring ticket types and prevalent issues to the Team Lead, contributing to the enhancement of processes and customer support strategies

Uber connects people and goods through its global platform, offering services in ride-hailing and logistics. Users can request rides or deliveries via the app, which matches them with drivers or delivery personnel. The company operates on a commission-based model, earning revenue from ride fares, delivery fees, and service charges. What sets Uber apart from its competitors is its wide range of services, including freight and essential goods transportation, along with a strong focus on safety through driver background checks and real-time verification. The goal of Uber is to continuously expand its offerings and improve the user experience in transportation and delivery.

Company Stage

IPO

Total Funding

$24.8B

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

11%

1 year growth

17%

2 year growth

35%
Simplify Jobs

Simplify's Take

What believers are saying

  • Uber's innovative travel products, such as Uber Yacht and Uber Cruise, cater to high-end tourists, potentially increasing revenue and brand prestige.
  • The settlement in Massachusetts could serve as a model for similar agreements globally, enhancing driver satisfaction and retention.
  • Uber's 'One Less Car' initiative could attract environmentally conscious consumers, boosting its reputation and user base.

What critics are saying

  • The high cost of settlements and compliance with new regulations could strain Uber's financial resources.
  • Expanding into new services like boat rides may divert focus and resources from its core ride-hailing business.

What makes Uber unique

  • Uber's expansion into boat services in European tourist destinations like Ibiza, Venice, and Greece sets it apart from traditional ride-hailing competitors.
  • The company's strategic push to become a super app, offering comprehensive travel booking options, differentiates it from other ride-hailing services.
  • Uber's settlement with Massachusetts, which includes guaranteed minimum pay and benefits for drivers, positions it as a leader in driver welfare compared to other gig economy companies.

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