About the Position

The Community Operations team at Uber plays a crucial role in providing top-notch support to riders, drivers, diners, and couriers. The Centers of Excellence (COEs) function as 24/7 contact management hubs to ensure this support is available at all times. Within these centers, we employ Community Support Representatives, Managers, and other vital positions to meet business demands and foster ongoing growth. Our customer operations teams handle customer inquiries through virtual ticket submissions and in-person assistance.

*Note: This is a fixed hourly position without relocation assistance or visa sponsorship options.*

Responsibilities

– Show empathy while addressing customer issues.
– Provide high-quality support and satisfaction by resolving complex customer queries that may not have predefined procedures, including outbound phone assistance where necessary.
– Manage both phone calls and ticket-based inquiries, including escalations.
– Identify and report frequent ticket types or issues to the Team Lead.
– Conduct proactive outreach to support Merchants via phone and email.
– Analyze case details to identify underlying issues.
– Master various applications and resources, including contact management systems and knowledge bases.
– Communicate efficiently with internal and external stakeholders.
– Triage and escalate urgent matters to ensure resolution.
– Document customer interactions thoroughly.
– Offer feedback to leadership and program teams regarding processes and trends.

Basic Qualifications

– **For Internal Candidates:** Minimum of 6 months experience in retail, hospitality, or customer service, whether in-person or in a contact center.
– **For External Candidates:** At least 1 year of experience in retail, hospitality, or customer service in-person or in a contact center.
– Comfortable operating across multiple communication methods.

Preferred Qualifications

– Willingness to work weekends, holidays, and outside standard business hours.
– Strong customer empathy, with the ability to resolve support requests in thoughtful and innovative ways.
– Excellent written and verbal communication skills, adaptable to various communication styles.
– Collaborative spirit, contributing to a positive team environment where members learn from one another.
– Strong problem-solving skills, utilizing multiple resources for informed decision-making.
– Exceptional organizational skills, prioritizing high-impact issues effectively.
– A positive and optimistic outlook when facing challenges.
– Ability to stay calm and resolve issues promptly in high-pressure situations.
– Eagerness to learn and grow, open to feedback.
– High flexibility and adaptability to change.

 About the Team

At Uber, we believe that high-quality support is a fundamental aspect of our product experience. Customer Support Representatives for Merchant Support address concerns and inquiries from restaurants utilizing the Uber Eats platform. They consistently seek innovative ways to assist, solve problems, and enhance future interactions. Merchant Support Specialists transform frustrated users into our most enthusiastic advocates.

For roles based in Chicago, IL, the hourly pay for this position starts at $22.75. You will be eligible for Uber’s bonus program and various benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, veteran status, age, or any other legally protected characteristic. We also evaluate applicants with criminal histories consistent with legal requirements. If you have a disability or special need that requires accommodation, please inform us.

Collaboration and cultural identity are essential to Uber’s operations. Unless approved for full remote work, employees are expected to spend at least half of their working hours in the office. For specific roles, especially those at green-light hubs, in-office presence may be required at all times. Please discuss in-office expectations for this role with your recruiter.