Social Media Support Specialist

6 meses atrás

Lisboa, Portugal Uber Tempo inteiro

**About the Role***

At Uber, providing outstanding support that establishes trust for users is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the most compelling, most efficient way.

Community Support Representatives (CSR) are all about helping and educating all our users. We help (unhappy) people resolve their issues and turn them into our most passionate advocates

CSR are also excellent at engaging with non-support issues received. With a strong understanding of our policies & logic and extraordinary online wit, you will be able to support the marketing team by being the voice of the Uber brand on social media.

We are seeking a diligent, personable, highly organised CSR to assist the city's operations team as we continue to grow our presence.

This is a full-time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber.
- Deliver high-quality support across social media platforms such as Facebook, Twitter, and Instagram
- Be a passionate contact point for riders and drivers, eaters and delivery partners while answering any questions that come your way
- Show empathy to frustrated riders and drivers while solving problems and addressing unsatisfactory experiences
- Triage issues and raise them when necessary
- Turn negative interactions into positive discussions and identify ad-hoc online opportunities to be leveraged to drive positive sentiment
- Collaborate to proactively draft messages in order to address new users' concerns

**Basic Qualifications**

Fluency in German

Great level of English

Previous customer support experience is a plus

Social media appetite. You understand key social media channels and interactions

Empathy. Incredible sense of understanding of both riders and drivers, eaters and delivery partners

Agility. You can move quickly with care. You embrace change and can absorb new information with ease

Engagement. You thrive to be on the front lines of a highly visible, fast-growing brand

Customer obsessed. Willingness to help others and create support experiences that exceed users' expectations

Collaborative attitude. You are a great teammate and have the ability to work well in a collaborative environment,

Flexibility. Weekend and weekly evening shifts are required

Uber advocate. You care deeply about the product and getting others excited to ride and partner with Uber

**Bonus Points**

1y experience in a Customer Support role (plus)

Bachelor's degree or college experience preferred but not mandatory

Support experience in a high-volume environment, including service industries, retail, hospitality, or other support environments preferred but not mandatory

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