Uber Customer Support Operations Night Shift Focussed 

United States, West Virginia 

228298823

• 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

What You'll Do

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.

What You'll Need

• 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

Schedule

• Shift work 8 hours per day, 5 days per week - Willing to do both day & night shifts based on business needs. * * Mainly 5PM - 2AM, 10PM - 7AM, 9PM - 6AM - (these shifts have the option to work fully remotely anywhere in Japan)

• Willingness to work during public holidays and weekends

Schedule might be different depending on business needs. This role will dedicated to late night, overnight shift patterns.

* Encouraged to report to the office once a quarter for team day. If you are living outside of the Greater Tokyo area and travel requires overnight stay, Uber will cover hotel costs only.

Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and wellbeing. Check them out here:

* 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 .