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Senior Customer Support Specialist
| Company | Uber |
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| Location | Oakland, CA, USA |
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| Salary | $25.25 – $25.25 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- 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
- Ability to make business-critical decisions in the moment without requiring additional support
- 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)
- Work full-time on-site Monday-Friday standard 9:30 to 5:30 shift
Preferred 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
