Customer Support Specialist, Executive Community Relations (ECR) - Swing/Overnight Shift

$59,280 - $59,280/Yr

Uber - Chicago, IL

Full-time - Entry Level

Chicago, IL

1,001-5,000 employees

Transit and Ground Passenger Transportation

About the position

The Customer Support Specialist for Executive Community Relations (ECR) at Uber is responsible for delivering high-quality customer support primarily during the overnight shift. This role involves handling escalated customer support issues, performing root cause analysis, and collaborating with cross-functional teams to improve customer support processes. The position requires strong judgment and problem-solving skills to address complex customer inquiries and enhance overall service delivery.

Responsibilities

• Deliver high-quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment
• Handle customer support escalations
• Perform root cause analysis and present findings on customer support processes and content
• Partner with cross-functional stakeholders to solve findings
• Partner with programmatic internal teams to identify themes and solve recurring customer pain points
• Create customer support process improvement proposals (e.g. saved replies, KBs, processes)
• File bug reports, using business judgment, for issues that need engineering fixes
• Manage communications and setting expectations with false positive escalated customer support issues

Requirements

• At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment (for internal candidates)
• At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment (for external candidates)
• Comfortable operating in multiple modalities

Nice-to-haves

• Strong written and verbal communication skills
• Adept in problem-solving and conducting in-depth investigations
• Experience working with complex data sets

Benefits

• Eligible to participate in Uber's bonus program
• Various benefits as detailed on Uber's careers page