Community Support Representative

Há 5 dias

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 phenomenal online wit, you will be able to support the marketing team by being the voice of the Uber brand on social media.

This is a full time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber.

**What you will do**:

- 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

**Qualifications**:

- Excellent written grammatical skills (C1+)
- Empathy. Incredible sense of understanding of both riders and drivers, eaters and delivery partners
- Calm under pressure. You have excellent organizational skills, integrity, and follow-through on tasks
- Natural curiosity. You love learning how things work and are always looking for creative solutions.
- 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
- Comprehension. Excellent reading and writing skills in French and in English
- Customer obsessed. Willingness to help others and create support experiences that exceed users' expectations
- Organization. Skilled at handling multiple issues at once to efficiently resolve a large number of inquiries
- 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
- Social media appetite. You understand key social media channels and interactions

**Bonus**:
Previous experience running brand presence on social media/social media support

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