Community Support Representative

**About the Role**:
At Uber, we believe that providing the highest quality support is a core feature of our product experience. Community Support Specialists are empathetic and skilful communicators who resolve issues and answer questions for our valued customers. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Customer Support Specialists make magic, turning unhappy users into our most passionate evangelists

**What You’ll Do**:

- Investigate case details to determine the root cause of issues
- Communicate quickly and effectively to internal and external stakeholders
- Triage and escalate urgent issues in order to drive them to resolution
- Complete thorough documentation and notation on customer contacts and trends
- Provide feedback to leadership and program teams regarding processes and trends

**What You’ll Need**:
Fluent Portuguese

Good knowledge of English (written and spoken)

Currently living in Lisbon or willing to move

Availability to work in rotating shifts from Monday to Sunday

High proficiency using computers (typing, quickly navigating between various tools)

Exceptional reading comprehension and writing skills. Able to connect what users are asking for with answers to their true issues

Passion for helping others and crafting support experiences that exceed users expectations

Ability to troubleshoot problems and find speedy resolutions.

Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways

Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods

Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another

Strategic problem solving - You can use multiple resources to advise and support critical decisions

Excellent organisation - You effectively prioritise work to target the highest-impact issues first

Optimism - You are motivated by a challenge, and you approach problems with a positive attitude

Ability to remain calm under pressure — You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations

Desire to learn - You’re a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

High flexibility - When the only constant is change, you’re ready to roll with the punches

**Bonus Points**:

- Bachelor’s Degree
- Support experience in a fast pace environment, such as service industries, retail, or hospitality
- Crisis counseling experience

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.