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.
What You Will Do
* 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
Basic Qualifications
* Fluent in German
* 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 (essential).
* Outstanding reading comprehension and writing skills. Must be able to connect what users are asking for with answers to their true issues.
* Passion for helping others and creating support experiences that exceed users' expectations.
* Ability to troubleshoot problems and find speedy resolutions.
* Skilled at handling multiple issues at once to efficiently solve numerous inquiries.
* Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
* You're an Uber Advocate -- you care deeply about the product and getting others excited to use Uber.
Preferred Qualifications
* 1 year experience technical in Customer Support role (plus)
* Support experience in a high-volume environment, including service industries, retail, hospitality, or other support environments preferred but not mandatory.