Customer Support Representative - Croatian Speaker jobs at Uber

What the Candidate Will Do

1. Manage team performance and drive results, guide adherence to policies
2. Lead, coach, mentor, and motivate employees
3. Partner with the Recruiting team on hiring
4. Lead improvements on support logic and processes
5. Address and resolve escalations or further escalate
6. Maintain stakeholder relationships
7. Drive accountability for policies and other guidelines
8. Execute root cause analysis action plans from escalations and agents’ performance
9. Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
10. Complete administrative and HR related tasks for the team

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environment
• FOR INTERNALS: At least 1 year of informal leadership or SME experience
• FOR EXTERNALS: At least 1 year of people management experience
• Basic project management skills
• Proficiency in Google Suite
• Schedule flexibility for a 24/7 environment

Preferred Qualifications

• Supervisory or leadership experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
• Maintain a positive, can-do demeanor and encourage others to do the same
• Excellent written and verbal communication skills
• Excellent interpersonal skills – You establish trust and effective working relationships with internal and external partners
• Strong time-management and organizational habits —You prioritize work effectively and drive multiple projects to completion at once

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.50 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 .

What You’ll Do

• Generate qualified new business opportunities through outbound prospecting
• Conduct strategic outbound outreach into accounts (1,000+ employees) via calls, emails, and LinkedIn
• Research target accounts, map buying personas, and tailor outreach messaging to drive engagement.
• Deliver a high volume of Sales Qualified Leads (SQLs) each month that convert into revenue opportunities.
• Lead high-level conversations with key decision-makers to uncover business pain points and communicate Uber for Business’s value.
• Track daily activities and maintain clean data hygiene in Salesforce and Groove.
• Collaborate with Account Executives, Sales Managers, and Marketing to iterate on messaging, identify winning strategies, and accelerate pipeline velocity.
• Represent Uber’s values while delivering a top-tier prospect experience.

Basic Qualifications

• Bachelor’s Degree with internship or project-based experience in sales, business development, or marketing OR Minimum 12+ months in sales role.
• Excellent written and verbal communication skills, with the ability to build rapport quickly.

Preferred Qualifications

• Hunter mentality and proven track record of outbound success — cold calling, email campaigns, and social outreach.
• Proficiency with sales tools including LinkedIn Sales Navigator, ZoomInfo, Groove, and Salesforce.
• Experience supporting multiple Account Executives in a fast-paced sales environment.
• Strong organization and time management — comfortable juggling priorities and managing follow-ups.
• A self-starter mindset with a passion for learning and exceeding goals.

For Chicago, IL-based roles: The base hourly rate range for this role is USD$29.57 per hour - USD$31.14 per hour.

For New York, NY-based roles: The base hourly rate range for this role is USD$32.94 per hour - USD$34.62 per hour.

About the Role

You will be responsible for designing, launching, and scaling data-driven programs and growth campaigns that drive adoption, retention, and engagement for Uber for Business across APAC. With a deep understanding of customer marketing, you will develop hyper-local, insight-led campaigns that cater to diverse market needs while contributing to measurable business outcomes.

You will work cross-functionally with Local Ops, Global Strategy & Planning, Product and Engineering as well as with our Sales & Growth teams. A strong focus on premiumisation, user segmentation and incentive experimentation will be key to your success in delivering performance-driven campaigns.

You’ll be customer obsessed and work tirelessly to understand our users and what regional channels we can leverage to influence them.

This is not just another CRM role. While email is one of your core tools, your impact spans the full lifecycle marketing mix — from loyalty partner integrations and product marketing comms to in-app messaging, paid partnerships, research and audience segmentation. You'll define the right levers for each growth opportunity, combining creativity, data, and cross-functional alignment to drive results.

The Impact You'll Have

• End-to-End Campaign Management: Own the campaign roadmap, from ideation and audience targeting to A/B testing and working with our deployment team right through to analysis, and iteration, across multiple markets in APAC.
• Regional Strategy & Execution: Localize and scale proven tactics across markets; identify unique regional and country-level opportunities and audience segments to test and grow.
• Cross-Functional Collaboration: Serve as a strategic partner to regional and global stakeholders (Country and Regional GMs, StratOps, Local Ops, Global CRM, Product) to align marketing initiatives with business priorities and performance goals.
• Customer-Centric Program Design: Design lifecycle journeys that deliver relevance and value to business travellers, including loyalty programs (eg. Qantas Frequent Flyer) and premiumisation promotional campaigns.
• Product Launches & Growth Initiatives: Support on GTM strategies for regional product launches and feature rollouts. Collaborate with Product Marketing & Ops to design campaigns that drive awareness & adoption ensuring launches are leverages to increase usage across the region.
• Performance Analysis & Insight Sharing: Track and report on campaign effectiveness (e.g., Trip lift, Gross Booking impact, ROI), drawing insights to inform future strategies and share learnings globally.
• Audience Research & Personal Development: Spearhead regional research into the existing base, uncovering actionable insights to inform messaging, personas and use cases.
• Tooling & Operational Expertise: Build technical fluency in campaign tools to enhance campaign scalability, troubleshoot issues , and improve executional efficiency.

The Experience You'll Bring

• 5-7 years of experience in B2C and/or B2B CRM, lifecycle, or growth marketing, with a proven track record of driving measurable business results through end-to-end campaign execution
• Strong analytical skills with the ability to interpret data, draw insights, and translate them into action (e.g., A/B testing, ROI analysis, user segmentation)
• Experience managing multiple cross-functional projects in a fast-paced environment, balancing short-term performance goals with long-term strategic planning
• Demonstrated ability to collaborate with global and regional stakeholders, including Ops, Strategy, Product, and Engineering teams
• Excellent written and verbal communication skills, with experience presenting to senior stakeholders
• Comfort working with data — including interpreting dashboards, partnering with data teams, and basic SQL literacy
• Proficiency with a CRM marketing toolset or platforms (e.g., Salesforce Marketing Cloud, Braze, Hubspot, or equivalent)

Bonus Points:

• Pan APAC experience
• Fluent in English, with other languages an advantage.
• Localisation experience
• Industry (travel or delivery) experience
• Familiarity with loyalty programs, airport or travel marketing, or premium product positioning
• Database querying (SQL), data visualisation (Tableau) and database growth marketing skills

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

About the Role

As a Product Manager for Customer Obsession, you will be responsible for the strategy and development of support solutions to deliver exceptional customer experiences across mobile, web, and voice platforms for Uber Merchants (e.g. Restaurants, Grocery and Convenience stores etc.). You will be using best of breed technologies (including AI/machine learning) and innovative design thinking to accomplish this at a scale that has never been done before in the industry.

What You'll Do

• Define the roadmap and lead the execution of support solutions for Merchants and B2B using GenAI.
• Work closely with the Merchant Product team and a massive global community operations organization to build efficient and scalable customer support experiences.
• Internalize and deeply understand Uber’s mission and strategies, as well as the mission and objectives of your specific team.
• Distill vision and strategy for the team, get all members of cross-functional team #superpumped.
• Be incredibly truth-seeking. Collect whatever data is necessary to inform product direction, whether in the form of competitive intel, user behavior or other business metrics. Solicit and welcome critical feedback.
• Drive cross-functional team to set qualitative objectives and quantitative goals.
• Drive innovation, definition, deliverables planning (roadmap) and design of entirely new Uber products and product features to deliver against team and company goals. Requires challenging all members of cross-functional team (engineering, design, data science etc.) to think boldly and creatively and then funnel that energy into concrete products and execution plans.
• Make tradeoff decisions based on technical and business insights and experimentation
• Monitor and measure launched products and feed insights back into the product development process to drive growth
• Clearly communicate product plans, benefits and results, as appropriate, to a spectrum of audiences, from internal stakeholders to Uber executives, employees, and customers

Basic Qualifications:

• 4+ years experience delivering highly successful web or mobile products using GenAI
• Bachelor’s degree in a relevant field such as Computer Science, Information Systems, or Business (bonus points for MBA)
• Passion for Uber's mission and the company's hybrid technology / operations nature.
• A deep desire to grow and learn

Preferred Qualifications:

• MBA from Top B School preferred
• Strong understanding of core product management practices, including roadmap planning, stakeholder management, and cross-functional collaboration.
• Finger-tippiness with data. You find a way to get the data you need and whip it into an insightful story with no help. You know how to demonstrate this data to make decisions without getting stuck in analysis paralysis
• Grittiness: You don't hesitate to take initiative and address something hands-on, you persevere when others give up
• A "driver" personality - constantly pushing toward clarity and delivery while balancing the need for great collaboration

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What You'll Do

• Monitor and analyze operational health metrics for existing partners.
• Identify gaps in restaurant performance and propose solutions for improvement.
• Drive product adoption working with Client Partners and Account Coordinators to understand the merchants’ business objectives and tailor new product recommendations supported by data analysis to help them achieve these goals.
• Execute on agreed plans (campaigns set up and post mortem reports).
• Ensure customer retention & expansion through regularly sharing an assessment of the merchant's adoption gaps and monitor overall operational health. Collaborate with the sales team to expand customer accounts by identifying, analyzing and / or pitching upsell or cross-selling new opportunities.
• Proactively identify potential issues and work to resolve them. Advocate for the customer's needs cross-functionally within the organization and relay any product or service feedback to relevant teams.
• Develop reporting and feedback providing regular reports on customer health, usage, and feedback to senior leadership. Offer feedback on product improvements based on customer needs and pain points.
• Run recurring client meetings with key stakeholders. Plan and run business reviews in coordination with Client Partners & Account Coordinators. Travel as needed for key business meetings.

Basic Qualifications

• At least 5 years of experience in B2B operations (Sales, Customer Success, Account Management).
• Bachelor's degree

Preferred Qualifications

• 7+ years of work experience in B2B operations (Sales, Customer Success, Account Management)
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Creative thinker with a passion for problem-solving and driving innovation.
• Ability to thrive in a fast-paced and constantly evolving environment, with a proactive and results-driven mindset.
• Previous experience in consulting, account management, or a similar client-facing role.
• Basic proficiency in SQL, with the ability to adjust and refine queries as needed.
• Operational Excellence – Ability to identify and optimize merchant processes.
• Analytical Thinking – Comfortable with data, insights, and performance metrics. Ability to translate data into actionable recommendations.
• Process Optimization – Proactively suggest tailored and scalable solutions to improve efficiency.
• Cross-Functional Collaboration – Ability to work cross-functionally and drive influence with multiple stakeholders.
• Excellent communication and relationship-building abilities​.
• Demonstrate time management and organizational skills with the ability to multitask and prioritize based on impact.

What You'll Do

• Provide high-quality virtual customer support through ticket systems (chat and email) and possibly phone.
• Ensure low to medium complexity customer issues are resolved using procedures.
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
• May perform root cause analysis and present findings.
• Collaborate with stakeholders to gain a deeper understanding of recurring customer issues.
• Facilitate onboarding workshops for merchants to explain core processes and ensure smooth adoption.

What You'll Need

• Minimum of 1 year of experience in retail, hospitality, or customer service (in-person or contact center).
• Comfortable operating across multiple support channels (chat, email, phone).
• Strong attention to detail.
• English proficiency at B2 level or higher .
• Proven problem-solving mindset.
• Ability to thrive in a fast-paced environment.
• Excellent written and verbal communication skills.
• Experience in stakeholder management.

Preferred Qualifications

• Experience facilitating training sessions or workshops for customers.
• Process improvement mindset with the ability to identify opportunities and propose solutions.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

What You'll Do

1. Leverage prospecting skills and relationships to build partnerships with merchants in your geographic region
2. Manage contract negotiations aimed at establishing the foundation of a strong working relationship with our merchants, including sustainable economics for both parties
3. Clearly communicate the value of Uber and its newest products to prospects
4. Achieve and consistently exceed monthly targets
5. Partner with our Operations and Account Managers to smoothly activate the best merchants
6. Help us identify and build best practices
7. Develop long-term relationships with key in-region partners
8. Act as an ambassador of Uber Eats' mission, brand, and product
9. Proactively maintain communication channels with prospects via email, phone, and face-to-face meetings

Basic Qualifications

1. At least 1 year of experience in sales, operations, account management, or similar functions

Preferred Qualifications

1. Proficiency in Salesforce
2. Outstanding work ethic and attention to detail
3. Willingness to roll up your sleeves, and get in the weeds with our highest value partners
4. Excellent communication and sales skills
5. Strong critical thinking ability

For Miami, FL-based roles: The base hourly rate amount for this role is USD$24.75 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered sales bonuses & other types of comp. You will also be eligible for various benefits. More details can be found at the following link .