Customer Escalation Support Specialist

About the Role

The Community Operations organization at Uber is responsible for delivering world-class 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.

Your Impact In Role

• Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
• Ensure low to medium complexity customer issues are resolved using procedures
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
• May perform root cause analysis and present findings
• Work on a line of business which has low ambiguity, is stable, with well documented procedures

The Experience You'll Bring

• At least 6 months of experience in retail, hospitality, or customer service in person or contact center environment
• Comfortable operating in multiple modalities

Language Skills

• Experience in using Support Service or Customer support languages
• Fluent in English and Japanese (Bi-lingual or semilingual)
• Communication skills in verbal and written (Japanese)
• Communication skills in verbal and written (English) - only internal communication

Shift Schedule

Willingness to work in shifts (rotating day, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)

Working Style

• Willingness to work during public holidays, weekends and overtime (based on business needs)

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.