About the RoleAt Uber, providing outstanding support that establishes trust for users is a core feature of our product experience. We invest in it and believe in providing the highest quality service completed in the most compelling, most efficient way.In the French Driver LOB, you'll be helping Drivers to improve their experience through messaging and callbacks. The right candidate is always seeking for outstanding and exciting ways to resolve problems with outstanding support and communication, have a strong understanding of our policies & logic, ensuring that problems are resolved promptly. This is a full time opportunity to work with an outstanding operations team on the daily functions that are at the core of Uber!What You'll DoConnect what users are asking for with answers to their true issuesInvestigate case details to figure out root cause of issuesTroubleshoot problems and find speedy resolutionsResolve high volume of contacts through various support modalities which may include emails, tickets, inbounds and outbound callsLearn and master multiple applications and resources including contact management systems and knowledge basesTriage and escalate urgent issues in order to drive them to resolutionComplete thorough documentation and notation on customer contacts and trendsCommunicate quickly and effectively to internal and external stakeholdersProvide feedback to leadership and program teams regarding processes and trendsBasic Qualifications - What You'll Need Ability to work weekends, holidays, and outside a standard 8 to 5 shiftCustomer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative waysStrong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methodsCollaboration - You value teamwork and contribute to a collaborative work environment where people learn from one anotherproblem solving - You can use multiple resources to advise and support critical decisionsExcellent organisation - You effectively prioritise work to target the highest-impact issues firstOptimism - You are motivated by a challenge, and you approach problems with a positive attitudeDesire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedbackHigh flexibility - When the only constant is change, you're ready to roll with the punchesBonus PointsBachelor's Degree in Business, Communications, English, or JournalismSupport experience in a high-volume environment, such as service industries, retail, or hospitalityCrisis counseling experience!
