As the local support lead, you will be responsible for managing and regularly improving the customer experience for all our lines of businesses in the country, in partnership with regional and global teams
Work closely with the country GM and city leads to define and monitor SLAs, help set up support requirements for new products and markets, roll out new support channels, launch experiments and beta tests and report ongoing results
Within the larger regional Community Operations team you’re part of, you will be the voice of users in your country and an evangelist for your country’s unique support needs
Develop a team of local Community Operations Specialists, who handle complex support issues and escalations, help create support logic for new scenarios and work closely with our outsourcing partners to ensure the highest level of quality
Act as a business partner to your GM, staying in touch with business growth and direction and crafting a support network that anticipates the future
Act as an advisor to the Regional Lead for Community Operations by providing insight into support needs for your country and proactively sharing ways to improve things
Work with your peers to drive alignment between country Operations teams, regional Community Operations teams and our Center of Excellence and outsourcing partners, always ensuring that the customer’s needs come first
Passion about growing Uber through excellent support: You will be revolutionizing the concept of support at Uber. You’re excited about engaging closely with most challenging problems and questions from riders and partner-drivers.
Calm under pressure: Dealing with new and different challenges among a wide range of rider and partner-driver cultures excites you. You embrace change and can get things done under pressure and with limited resources.
Diplomacy, empathy and understanding: You are easily adaptable to the emotion and tone of the rider or partner-driver you are dealing with. You are able to defuse tensions and deal with sensitive situations without losing your composure.
The ability to get the best out of your people and also able to generate results through a cross-functional team.
To be process driven: You love addressing problems by looking at them through a structured framework to first identify the biggest areas of opportunity and then address each issue in a systematic and methodical way.
Ownership: You get things done, quickly, efficiently and effectively and see each situation, project or initiative through from end-to-end. You self-start to resolve problems on your own, and have the ability to do so in a constantly changing work environment.
A bachelor’s degree, Master’s preferred.
Work experience of at least 4 years in a high energy, productive environment (e.g. consulting) or customer-centric industry (e.g. hotels, airlines, banking).
Excellent written and spoken English as well as local language.
Exceptional communication, comprehension and writing skills.
Excellent problem solving skills, ability to connect effectively what users are asking for with answers to their true issues.
A passion for creating support experiences that exceed users’ expectations.
Willingness to work in a team environment, where people learn from one another and continuously improve processes on behalf of users.
To be an Uber evangelist – you care deeply about the product and getting others excited to ride and partner with Uber.
Deep self-motivation with high aptitude for collaboration.
Uber credits every month for taking trips
Monthly gym reimbursement
Ground floor opportunity with the team; shape the direction of the company
The rare opportunity to change the world such that everyone around you is using the product you built
We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally