Community Support Specialist

Uber; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global mobility platform in Kuala Lumpur seeks a Community Operations Specialist to provide support during critical incidents. The role involves reviewing urgent issues, managing sensitive incidents, and conducting investigations while demonstrating excellent interpersonal skills. Candidates must have at least 6 months of experience in customer support, be bilingual in English and Mandarin, and possess strong emotional regulation and problem-solving abilities. The position requires working in the office and offers a dynamic work environment.

Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Strong EQ, communication, and problem-solving skills.
• Bilingual proficiency in English and Mandarin.

Responsibilities

• Reviews incoming urgent incidents and acts as a first responder.
• Manages a live queue of sensitive incidents and performs thorough interviews.
• Conducts detailed investigations using various support platforms.

Skills

Customer support experience

Emotional regulation

Problem-solving

Critical thinking

Bilingual proficiency in English and Mandarin

Job description

About the role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Our team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as report accurate data and insights to improve safety for all of Uber's customers.

What you’ll do

Under supervision, reviews incoming urgent and critical incidents and act as a first responder in a reported incident

• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
• Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
• Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
• Demonstrate excellent interpersonal skills and ability to establish trust
• 24/7 Shift rotation

Triage Focus

• Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
• Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
• Involves triaging, waitlisting and assigning cases to investigators

Investigation Focus

• making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
• manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements

Qualifications

• Required Hard Skills and Experience: At least 6 months of customer support experience handling sensitive issues
• Required Soft Skills: Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
• Bilingual proficiency in English and Mandarin
• Handle and resolve escalated Uber user concerns, providing support via both chat and phone channels
• Engage and collaborate regularly with locally based stakeholders and cross-functional teams to support business reviews, continuous improvement initiatives, and problem resolution
• Applicants must be eligible to work in Malaysia without visa sponsorship.

*The process will start with an online assessment, followed by zoom interviews.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remote, 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 [e-mail].