Earner Video Support Specialist - Phoenix

Uber Technologies; Atlanta (GA); On-site; USD 23,419 - 33,062; Full time

Job summary

Uber Technologies in Atlanta, GA is seeking an hourly Community Support Representative to provide high‑quality virtual customer support. You will handle tickets via video and phone, resolve low to mid‑complex issues, and contribute to customer satisfaction with empathetic problem solving.

The role involves multi‑modal interactions and may include handling escalations as needed. The position emphasizes stable procedures, measurable support outcomes, and collaboration with a Team Lead to improve

Qualifications

• At least 1 year of experience in retail, hospitality, or customer service in‑person or contact‑center environment.
• Comfortable operating in multiple modalities.
• Excellent written and verbal communication skills.

Responsibilities

• Provide high‑quality virtual customer support through ticket systems (video and phone call‑based).
• Resolve low‑ to medium‑complexity customer issues using established procedures.
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
• Perform root‑cause analysis and present findings, highlighting common ticket types and issues to the Team Lead.
• Work on a line of business that has low ambiguity, is stable, and has well‑documented procedures.
• Deliver high‑quality customer support for complex inbound or outbound cases that may not have a well‑documented procedure.
• Support outbound phone cases and resolve escalations when relevant.

Skills

Multitasking

Prioritization

Time management

Written communication

Verbal communication

Interpersonal skills

Team player

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. Uber's Centers of Excellence (COEs) are contact management centers dedicated to that mission, operating 24/7. In our COEs we hire Community Support Representatives, Managers, and many other roles to support business needs and ongoing growth. Employees in the customer operations teams handle tickets submitted virtually by customers and also provide in‑person customer support.

What You'll Do

• Provide high‑quality virtual customer support through ticket systems (video and phone call‑based).
• Resolve low‑ to medium‑complexity customer issues using established procedures.
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns.
• Perform root‑cause analysis and present findings, highlighting common ticket types and issues to the Team Lead.
• Work on a line of business that has low ambiguity, is stable, and has well‑documented procedures.
• Deliver high‑quality customer support for complex inbound or outbound cases that may not have a well‑documented procedure.
• Support outbound phone cases and resolve escalations when relevant.

The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship or relocation support for this role.

Basic Qualifications

• Interns: at least 6 months of experience in retail, hospitality, or customer service in‑person or contact‑center environment.
• Applicants: at least 1 year of experience in retail, hospitality, or customer service in‑person or contact‑center environment.
• Comfortable operating in multiple modalities.

Preferred Qualifications

• Ability to multitask, prioritize, and handle time effectively.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills, integrity, and ability to follow through on tasks.
• Team‑oriented mindset that contributes to a collaborative work environment and continuous improvement of support practices.
• For Phoenix, AZ‑based roles: the base hourly rate is USD$20.50 per hour. Eligible for Uber's bonus program, other types of compensation, and a range of benefits. More details can be found at https://www.uber.com/careers/benefits.