Uber Customer Support Operations 

United States, West Virginia 

946894614

• You will need to provide thorough phone/email support to our customers and driver partners to build trust and encourage customer dedication
• Accurately document case details, analyze information, and provide recommendations to important team members from time to time.
• Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
• Provide insights to members of the Leadership Team to help drive continuous improvement.
• Deep dives into the data and get involved in ad hoc tasks of team or Lob-specific projects

Your Impact In Role

Alongside that, you might also from time to time be engaged to work on other side projects/new product support initiatives, etc.

Below is a non-exhaustive list of items that may help understand the role requirements better

• Be an excellent communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber get ahead. In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Japanese skills are a must.
• Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being enlightening, acknowledging the situation, and displaying a genuine willingness to help.

• Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

• Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-partners to feel the Uber love while making it easy to analyze ways to scale support.

• Customer emotional intelligence - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.

• Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.

• Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.

The Experience You'll Bring

• English and Japanese
• Experience in a contact center as an associate with phone support experience
• Able to establish trust and effective working collaborations
• Ability to leverage multiple resources to advise and support critical decisions
• Stable internet connection at home
• Working space at home to make sensitive and confidential calls

Working Hours

• Shift work either 8AM - 5PM or 11AM - 8PM (based on business needs)
• Total 40 hours a week, 5 days, 8 working hours every day
• Willingness to work during public holidays rotating day/night shifts, rotating weekend offs
• 50/50 monthly hybrid work from the office and home

* 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 .