German-speaking COE Specialist — Real-Time Empathetic Support

Uber; Lisboa; Híbrido; EUR 23 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Bonuses & equity

Range of benefits

In-office 50% minimum

Resumo da oferta

Uber's Community Operations at the Centers of Excellence connects riders, drivers, and earners with compassionate, real-time support. You will resolve issues across chat, email, and phone, using empathy, speed, and sound judgment to build trust and keep the platform moving 24/7.

You will handle high-volume inquiries, collaborate with cross-functional teams, and contribute to process improvements. Proficiency in German and English is required, with at least 6 months in customer service.

Qualificações

• Proficiency in German and English is required.
• 6+ months of experience in a high-volume retail, hospitality, or customer service environment.
• Must be able to work from the designated Center of Excellence (COE) location.
• Experience operating in multiple digital modalities and software tools with general computer proficiency.
• Proficiency in the required local language, demonstrating clear verbal and written communication.
• Ability to stay calm and show empathy in emotionally charged or high-pressure situations.
• Strong problem-solving skills and a willingness to figure out the best path forward when answers aren't immediate.
• A team-player mindset that thrives in a collaborative, fast-changing environment.

Responsabilidades

• Support riders, drivers, couriers, and merchants during critical moments—helping turn uncertainty into clarity through empathy, speed, and sound judgment.
• Navigate multiple digital modalities and software tools to provide high-quality virtual support via chat, email, and phone.
• Resolve customer concerns with a focus on human connection, ensuring every person feels supported while maintaining high performance standards.
• Make fast, thoughtful decisions in real-time, especially when managing stable but essential lines of business with well-documented procedures.
• Identify patterns in customer issues and contribute to root cause analysis to help improve how we support our community over time.
• Collaborate with teammates and cross-functional partners to remove blockers and improve the way we move the real world together.

Conhecimentos

German language

English language

Descrição da oferta de emprego

Uber's Community Operations at the Centers of Excellence connects riders, drivers, and earners with compassionate, real-time support. You will resolve issues across chat, email, and phone, using empathy, speed, and sound judgment to build trust and keep the platform moving 24/7.

You will handle high-volume inquiries, collaborate with cross-functional teams, and contribute to process improvements. Proficiency in German and English is required, with at least 6 months in customer service.