Job details

Customer Support Specialist - job 3 of 3

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Greenlight locations around the world and provide sign-up help and overall support.

Please note that the Uber Expert position is an hourly role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.

What You’ll Do

Have 1:1 and group interactions with current and prospective Uber customers, mostly drivers + delivery people
Ask probing questions to understand customers needs, reservations, and goals; pitch Uber as a solution
Convert prospective earners to take their first trip on the platform
Follow support logic to help existing earners with troubleshooting
Be persuasive, empathetic, and creative in helping customers decide to leverage Uber more
Re-engage Earners who have stopped using the platform by overcoming blocks and obstacles they are facing

Basic Qualifications

Experience in a customer-facing role
Able to work in-person at our Greenlight Hub
- Schedule: Monday - Friday, 9am - 5:30pm

Preferred Qualifications

Sales, account management, or business development experience
Previous role in retail, customer service, or customer support with conversion/retention goals
Demonstrated ability to problem solve and troubleshoot

Effective communication skills with the ability to interact and connect with many types of personalities

Physical Requirements:

Expected to remain in a stationary position, often sitting or standing for prolonged periods
May be required to perform repeating motions that include the wrists, hands and/or fingers, e.g., using a keyboard

Additional Requirements include but are not limited to the following:

Required to have regular and predictable attendance in the assigned work location
Ability to work in an open floor plan with moderate noise

About the Team

Earners keep Uber moving. Greenlight Locations exist to maximize the contribution that Earners have on the network by providing high-touch support in the interest of keeping drivers engaged and online. Greenlight Experts are positive, upbeat “people people” who thrive on helping others accomplish their goals.

For Burbank, CA-based roles: The base hourly rate amount for this role is $20.50 per hour.

For Los Angeles, CA-based roles: The base hourly rate amount for this role is $20.50 per hour.

For Oakland, CA-based roles: The base hourly rate amount for this role is $22.50 per hour.

For Portland, OR-based roles: The base hourly rate amount for this role is $18.25 per hour.

For San Diego, CA-based roles: The base hourly rate amount for this role is $20.50 per hour.

For San Jose, CA-based roles: The base hourly rate amount for this role is $22.50 per hour.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.