Rides Support Specialist

1 semana atrás

Lisboa, Lisboa, Portugal Uber Tempo inteiro

About The Role
Here at Uber, we believe world-class support is what builds real trust with our users. It's not a back-office function; it's a key feature of our product. We're investing in it, and we're doing it right. We're looking for a standout Customer Support Representative to join our Spain Rides team. This isn't your typical support role. You'll go "Beyond Support" to:

  • Be Proactive: Flag issues to your team.
  • Solve the Tough Stuff: Tackle critical issues that matter most, including phone escalations.
  • One Uber: Jump into cross-support when needed.

What The Candidate Will Do

  • Deliver high-quality support for the critical issues
  • Be a passionate contact point for Riders and Drivers 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 to address new users' concerns
  • Be a cross-support champion: be ready to support different LOBs across the COE

Basic Qualifications

  • Spanish and English C1 level
  • Experience in a high-volume environment, including service industries, retail, hospitality, or other support environments preferred but not mandatory;
  • Commitment - You are extremely committed to delivering your daily tasks and responsibilities
  • Proactiveness - you take the initiative to solve Customer issues and are on top of all requests
  • Great Communication. You know how to communicate with customers, especially via message and phone.
  • 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.
  • Eloquence. You're able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
  • 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 Spanish and English
  • Customer-obsessed Willingness to help others and create support experiences that exceed users' expectations
  • Organization. Skilled at handling multiple issues at once to resolve a large number of inquiries efficiently
  • 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

Preferred Qualifications

  • Bachelor's degree or college experience is preferred but not mandatory

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