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 600 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. We are looking for an experienced process-driven professional with the ability to support our customers by providing best-in-class support and deliver strong results. You will have strong execution abilities, as the expectations are high for delivering in a fast-paced environment, driving partnership and influence across teams and regions. Our candidate not only has a logical thought process but is also a creative thinker who has a love for continuous improvement initiatives and can think both strategically and tactically. What You’ll Do
- Core production work: Provide the best customer support through emails and chats and maintain high quality
- Team Development: Help in improving processes so we always optimize for better customer experience and contribute to building the team and the organization for long term success
- Customer Experience: Improve customer experience by driving support and enablement
- Process Improvement: Support the team with policy updates and content development in case of gaps in the SOPs/ KB pages/ Saved Replies
What You’ll Need
- Great communication and analytical ability: You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. Strong, grammatically correct English language skills is a necessity along with strong analytical skills to help analyze issues and find solutions
- Empathetic, Patient and an Active Listener: Able to exercise these traits while escalations.
- Process Driven & Process Compliant: Ability to adhere to the process, question areas for improvement and suggest the best course for action. You know how to balance freedom of expression and process compliance making it easy for the customers
- Naturally Curious: Coachability, open to incorporating feedback, and dedication to the improvement of your craft
- An Owner: Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own
- Positive: An infectiously positive attitude and drive to win; hustle with determination
- Comfortable with ambiguity: You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers
- Customer Obsessed: Should be empathetic and drive customer obsession in all aspects
- Results-Oriented: They must have a “no excuses” mindset. They do what needs to be done. They coordinate multiple resources to the achievement of the decided upon the outcome. They will take the blame for failures and give credit to the team for successes because they are driven by outcomes, not their ego
- Fun to work with: You are hardworking, a great team player, and a lot of fun to work with
Bonus Points If
- Basic SQL query skills
- Google Gmail, Docs, Slides, Calendar, Drive and Sheets
- Prior experience using Salesforce
Eligibility criteria
- 1-3 years of work experience
- Bachelor’s degree
- Should have not moved to another role or LOB through an IJP in the last 6 months to an L1 role.
- Employees on the final written warning initiated by HR cannot apply for these IJPs. This can be for performance or behavior.
- Open to work in 24X7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs — total working hours will be 40 hours a week, 5 days, 8 working hours each day)
- Strong & proven expertise in strong, grammatically correct English language skills (both verbal and written)
- Strong customer obsession mindset with evidence of taking independent and appropriate decisions for the customer.
COMPETENCIES Technical (hard skills) Excel, Salesforce Non-technical (soft skills) Action-oriented, Issue management, communication 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 600 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.
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