Job Description

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Greenlight locations around the world and provide sign-up help and overall support.

What You’ll Do

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

Basic Qualifications

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

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

The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.

Physical Requirements:

Expected to remain in a stationary position, often sitting or standing for prolonged periods
May be required to perform repeating motions that include the wrists, hands, and/or fingers, e.g., using a keyboard

Additional Requirements include but are not limited to the following:

Required to have regular and predictable attendance in the assigned work location
Ability to work in an open floor plan with moderate noise