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Senior Support Specialist U4b
7 meses atrás
**About the Role***
Uber for Business (U4B) is rapidly growing and is positioned to be the next growth engine for Uber.
The Community Operations organization at Uber is responsible for delivering extraordinary customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support
- Demonstrate empathy while solving customer concerns
- Deliver high-quality customer support and customer happiness while solving complex inbound or outbound customer issues that may not have a well-documented procedure, and where relevant to the line of business, outbound phone support
- Work on both phone and ticket-based cases, if relevant, and resolve escalations
- May perform root cause analysis and present findings
- Highlight common ticket types/issues to the Team Lead
- Be able to do a proactive phone outreach when needed
**Basic Qualifications**
Native or Close to Native English reading and writing
Experience working in a highly diligent environment, demonstrating a high degree of diligence and accountability
Outstanding written and verbal communication skills
Outstanding reading and interpretation ability, attention to detail
Resistance to stress and pressure of working with short deadlines
Passion for driving quality and process improvement. Confident presenting feedback and findings to stakeholders
Strong teamwork skills towards a shared sense of purpose
**Nice to Have**
- B2B experience
- Invoice/Billing basic knowledge
