Community Support Specialist

UBER; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading technology company is seeking a Community Support Specialist fluent in Mandarin and English in Kuala Lumpur. The role involves managing urgent customer concerns, collaborating with stakeholders, and supporting investigations into critical incidents. Ideal candidates will have 6 months of customer support experience and strong emotional intelligence. The position offers comprehensive benefits, including medical insurance and annual leave, as well as competitive pay. This will be a direct in-house role with no outsourcing involved.

Benefits

Annual Leave

Medical Insurance

Annual Bonus

Medical and Hospitalisation Leave

Staff Meal

Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Bilingual proficiency in English and Mandarin is required.
• Strong emotional regulation and interpersonal skills needed.

Responsibilities

• Handle and resolve escalated Uber user concerns via chat and phone.
• Collaborate with local stakeholders for business reviews and improvements.
• Manage investigations into urgent incidents involving users.

Skills

Customer support experience

Strong EQ

Communication

Problem-solving

Critical thinking

Bilingual English and Mandarin

Job description

Community Support Specialist - Mandarin Speaker - Uber In-house Role

• 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.

Requirement

• 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.

Responsibility

*This is a direct in-house position with Uber, not via outsourcing partner.

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, review 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 support reporting parties, ask thorough questions in order to sufficiently understand the details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation
• Categorize 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
• Involve triaging, waitlisting and assigning cases to investigators

Investigation Focus:

• Conduct 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

Benefits

• Annual Leave
• Medical Insurance
• Annual Bonus
• Medical and Hospitalisation Leave
• 5 Working Days
• Staff Meal
• Work location: WORQ KL Sentral

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