Premium Support Specialist

Uber Technologies; Atlanta (GA); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

Shift differential

Bonus program

Benefits package

Job summary

Uber Technologies is seeking a Community Support Representative in the United States to provide high‑quality customer support for riders and eaters. The role involves handling phone and ticket interactions, resolving issues, and advocating for customers while maintaining professionalism and empathy.

This 40‑hour/week position requires weekend and evening work. A +5% shift differential applies for Saturday/Sunday shifts; residency in the United States is required.

Qualifications

• Experience in Customer Service/Support.
• Excellent communicator.
• Excellent problem‑solving skills.

Responsibilities

• Provide high quality customer support (Inbound Phone Support with some email work).
• Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible.
• Be an owner. Passionate and self‑driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small.
• Have the initiative to solve problems on your own.
• Willing to go above and beyond in an effort to deliver a world‑class customer experience.
• Work on both phone and ticket‑based cases and resolve escalations.
• Be comfortable and personable when handling customers via phone or email.
• Solve problems and address unsatisfactory consumer experiences with ownership and service recovery.
• Care about individual consumer experiences and be a customer advocate.
• Use multiple platforms and tools to identify issues and possible resolutions.
• Change course as priorities shift in real time with new inbound issues.
• Keep up to date with new challenges, product improvements, and internal team changes.
• Seek opportunities for improvement (enhancements or bugs) as you advocate for customers.

Skills

Customer service

Communication

Problem solving

Job description

The Community Operations organization at Uber is responsible for delivering world‑class customer support to riders and eaters. Uber’s Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams respond to tickets submitted virtually by customers and offer premium phone support.

This is a 40‑hour/week role that requires weekends and evenings. Some holiday, weekend, and evening work will be required. You must reside in the United States to be considered for this position. This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.

What You’ll Do

• Provide high quality customer support (Inbound Phone Support with some email work)
• Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible
• Be an owner. Passionate and self‑driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small
• Have the initiative to solve problems on your own
• Willing to go above and beyond in an effort to deliver a world‑class customer experience
• Work on both phone and ticket‑based cases and resolve escalations
• Be comfortable and personable when handling customers via phone or email
• Solve problems and address unsatisfactory consumer experiences with ownership and service recovery
• Care about individual consumer experiences and be a customer advocate
• Use multiple platforms and tools to identify issues and possible resolutions
• Change course as priorities shift in real time with new inbound issues
• Keep up to date with new challenges, product improvements, and internal team changes
• Seek opportunities for improvement (enhancements or bugs) as you advocate for customers

Basic Qualifications

• Experience in Customer Service/Support
• Excellent communicator
• Excellent problem‑solving skills

Preferred Qualifications

• Premium support experience
• Retention and de‑escalation experience
• Highly motivated problem solver with an ownership mentality

Compensation & Benefits (Phoenix, AZ)

The base hourly rate for this role is USD$20.50 per hour. You will be eligible to participate in Uber’s bonus program, and may be offered other types of compensation. You will also be eligible for various benefits. More details can be found at https://www.uber.com/careers/benefits.