Sr. Expert, In-Person Support - Houston


April 26, 2021

About the Role
Uber Senior Experts are the face of Uber to thousands of our earners, and we're looking for people with excellent communication and problem-solving skills who operate with a customer-first mentality. In this role, you'll be expected to share the benefits of our platform with new earners, provide exceptional support to our existing earners, and quickly adapt in an ever-changing business. You will serve as the floor lead when the Team Lead is unavailable and will flex into other roles to support operations when there are callouts or other unforeseen circumstances. Every week, you will be required to proactively shadow and provide feedback to our Uber Experts who also support our earners. Please note that the Uber Senior Expert position is an hourly customer support role with a set wage.
What You'll Do
  • Deliver 5-star support to earners
  • Support local leadership team (Team Lead) through floor management and flexing into other roles as needed. This work includes auditing interactions for adherence to processes (e.g., Safety Coordinator), as well as real-time management of inbound requests from third parties (e.g., vendors, security),and site logistics.
  • Be responsible for real-time "SOS" Escalations, Lost Item Return, and any other logistical concern that requires immediate action.
  • Serve as a peer leader - demonstrating adaptability and optimism, showcasing positivity and excellence, and mentoring nUbers through mentorship, ridealongs and reverse ridealongs.
  • Provide break and floor reminders (e.g. monitoring the queue, providing feedback to Team Lead)
  • Provides information to the leadership team to drive results (e.g., process adherence, knowledge gaps)
  • Serve as primary point-of-contact for escalated or challenging support issues in-person and through slack

Basic Qualifications
  • Minimum 6 months experience in Greenlight or customer service equivalent

Preferred Qualifications
  • Demonstrated ability to problem solve and troubleshoot
  • Self-motivated and able to operate independently with minimal oversight
  • Effective communication skills with the ability to interact and connect with many types of personalities
  • Bachelor's Degree

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.