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.We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.What You Will Do Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and ticketsInvestigate case details to resolve root cause of issuesLearn and master multiple applications and resources including contact management systems and knowledge basesCommunicate quickly and effectively to internal and external stakeholdersTriage and escalate urgent issues in order to drive them to resolutionComplete thorough documentation and notation on customer contacts and trendsProvide feedback to leadership and program teams regarding processes and trendsWhat You Will Need Proficiency in French is required!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 synergistic work environment where people learn from one anotherProblem-solving - You can leverage multiple resources to inform and support critical decisionsExcellent organization - You effectively prioritize work to target the highest-impact issues firstOptimism - You are motivated by a challenge, and you approach problems with a positive attitudeAbility to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situationsDesire 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 punchesBachelor's Degree in Business, Communications, English, or JournalismSupport experience in a high-volume environment, such as service industries, retail, or hospitalityCrisis counseling experience
