Customer Support Specialist, Escalations


April 7, 2021

About the Role
At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Representatives (CSRs) make magic, turning unhappy users into our most passionate evangelists. CSRs are empathetic and skillful communicators who resolve issues and answer questions for our valued customers. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Due to evolving business needs, CSRs are dynamic and able to quickly pivot to new customer support experiments.
What You'll Do
  • Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and messaging
  • Investigate case details to determine the root cause of issues
  • Learn and master multiple applications and resources including contact management systems and knowledge bases
  • Communicate quickly and effectively to internal and external partners
  • Tackle or escalate complex support issues for timely resolution
  • Complete thorough documentation and notation on customer contacts and trends
  • Provide feedback to leadership and program teams regarding processes and trends
  • Deliver exceptional support experience for multiple or new lines of businesses as needed

Basic Qualifications** **
  • Ability to work weekends, holidays, and outside of a standard 8 am to 5 pm shift
  • Proven ability to develop deep customer empathy and articulate customer problems.
  • Strong written and verbal communication skills, including the ability to express yourself with confidence and diplomacy and develop effective written communication for a variety of audiences;
  • Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • Strategic problem solving - Use of multiple resources to inform and support critical decisions
  • Excellent organization - Optimally prioritize work to target the highest-impact issues first. Balance attention to detail with swift execution
  • Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
  • Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
  • A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
  • High flexibility - When the only constant is change, you're ready to roll with the punches and pivot quickly from one support experiment to the next which may require you to support different LOB(s), attend new trainings, and shift bid for a new schedule based on business needs

Preferred Qualifications
  • Bachelor's Degree in Business, Communications, English, or Journalism
  • Support experience in a high-volume environment, such as service industries, retail, or hospitality
  • Crisis counseling experience

About the Team
Customer Support Representatives on the Escalations team sit within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, delivery persons, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issues types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
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 the form.