Support Operations, Community Operations
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!
About the Role
L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization. This team detects early signs of brand risk and minimizes the damage against the negative consequences of the same.
Your Impact in Role:
- Work on critical safety incidents reported by riders and driver partners.
- Document all incidents, collaborate with partners and work towards any solution ideal for the incident.
- Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners.
- Handle Social Media Issues when someone reports on Facebook/Twitter regarding an incident where their safety was compromised.
- Improving processes, so we always optimize for better customer experience. This involves communicating with high-value clients and an eye for retention in times of problems for the clients and companies.
The Experience You'll Bring:
- Problem Solving, Critical Thinking & Detail-oriented
- Should be able to identify customer problems swiftly and accurately while solving queries, as this can impact company relations
- Should be able to document all incidents in detail following format and logic
- Strong customer focus demeanour with evidence of making independent and appropriate decisions for the customer
- Experience with phone support background, preferably in Safety
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.
