Senior Customer Support Specialist
Oakland
Posted on 2/13/2024
Uber

10,001+ employees

Ride-sharing app
Company Overview
Uber's mission is to reimagine the way the world moves for the better. The company operates a ride-sharing platform that provides more than 15 million rides each day.
Consumer Software
Data & Analytics

Company Stage

N/A

Total Funding

$24.8B

Founded

2009

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

3%

2 year growth

1%
Locations
Oakland, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Management
Customer Service
CategoriesNew
Customer Success & Support
Requirements
  • Ability to work full-time Monday-Friday standard 9:30 to 5:30 shift
  • 2+ years of Customer support experience in a high-volume environment, such as service industries, retail, or hospitality
  • Attention to detail, problem-solving, and communication (written and verbal) skills
  • Ability to navigate customer service operations without direct oversight of a manager
  • Ability to successfully navigate challenging and escalated customer service complaints
  • Empathy, punctuality, organization, EQ, active listening, basic computer savvy, teamwork/collaboration, adaptability, conflict management/resolution, adaptability
  • Strong prioritization and time management
Responsibilities
  • Provide high-quality front-facing customer support
  • Ensure issues are resolved using procedures or are escalated promptly
  • Facilitate driver sign-ups and communicate the value proposition of driving with Uber, which may include proactive outreach
  • Engage and support Drivers and Earners already on the platform in order to enable them to achieve greater success
  • Partner with management on improving/building support processes
  • Assist with local events and promotions
  • Troubleshoot and problem-solve through straight technical issues
  • Communicate effectively with various stakeholders when needed
  • Present to groups of drivers & earners
  • Act as an SME and, provide feedback on processes, policies, and help with edge cases, including in real-time, while monitoring floor
  • Resolve complex cases and escalations on the floor
  • Provide basic support projects which have an impact on greenlight KPIs and Expert engagement
  • Provide floor support projects which have an impact on Greenlight KPIs and Expert engagement
  • Provide floor support and help manage the daily operational running of the hub, hosting internal teams (e.g., Product)
Desired Qualifications
  • Sales, account management, or business development experience
  • Experience leading peers to achieve success metrics without direct manager oversight
  • Bachelor’s Degree
  • 1 Year of floor supervisory/manager experience or Keyholder