Premium Customer Support Specialist

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders and eaters. 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 premium phone support.

This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required.

You must reside in the United States to be considered for this position.

This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.

What You'll Do

- Provide high quality customer support (Inbound Phone Support with some email work)
- Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible
- Be An Owner. Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
- Willing to go above and beyond in an effort to deliver a world-class customer experience.
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- Comfortable and personable when handling customers via phone or email.
- Solve problems and address unsatisfactory consumer experiences with ownership and service recovery.
- Care about individual consumer experiences and be a customer advocate.
- Comfortable using multiple platforms and tools to identify issues and possible resolutions.
- Change course as priorities shift in real time with new inbound issues.
- Keep up to date with new challenges from our consumers, and the changes and product improvements from our internal teams.
- Interested in finding opportunities for improvement (enhancements or bugs) as you advocate for customers.

Basic Qualifications

- Experience in Customer Service/Support
- Excellent Communicator
- Excellent problem solving skills

Preferred Qualifications

- Premium support experience
- Retention and de-escalation experience
- Highly motivated problem solver with an ownership mentality

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 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](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](https://forms.gle/aDWTk9k6xtMU25Y5A).

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.