Premium Customer Support Specialist - Autonomous Vehicles

About This Role

Provide world-class customer support to users and partners for Uber's Autonomous Mobility and Delivery program, resolving issues efficiently and empathically. This role supports the expansion of Autonomous Vehicles on the Uber platform.

Responsibilities

• Provide high quality customer support both verbally and in writing
• Deliver high customer satisfaction and demonstrate empathy while resolving customer concerns
• Act as a highly motivated problem solver with an ownership mentality
• Deliver a world-class customer experience by going above and beyond
• Handle both phone and ticket-based cases and resolve escalations
• Address unsatisfactory consumer experiences with ownership and service recovery
• Utilize multiple platforms and tools to identify issues and potential resolutions
• Adapt quickly as priorities shift in real time with new inbound issues
• Stay updated with new challenges from consumers and internal team changes/product improvements
• Identify opportunities for improvement (enhancements or bugs) while advocating for customers

Requirements

• 6 months minimum experience in retail, hospitality, or customer service in-person or contact center environment
• Computer skills
• Comfortable operating in multiple modalities
• Attention to detail
• Problem-solving skills
• Strong communication (written and verbal)
• Tech-savvy
• Critical thinking related to investigating issues
• Basic interaction with stakeholders
• Timeliness and efficiency
• Emotional intelligence (EQ)
• Basic English language proficiency
• Legally authorized to work in the United States

Qualifications

• 6 months minimum experience in retail, hospitality, or customer service in-person or contact center environment

Nice to Have

• Premium support experience
• Retention experience
• Ability to quickly adapt to change

Skills

* Required skills

Benefits