About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. In our Community Operations organization, the Account Security team demonstrates a customer-focused attitude toward solving problems; understands the importance of creating a world-class customer support experience for seamless platform access and enablement.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

Escalation management:

1. Handle all escalations that reach the risk support team on a day to day basis. This also includes to ensure the escalations reaching the team are driven to closure within the stipulated SLA

2. White glove support that goes above and beyond the SOP to solve a case at hand - making exceptions, premium support, VIP users etc..

3. A few escalations (edge cases) require an in-depth analysis to determine the reason behind the escalation to happen, especially cases flagged by the LT. Some questions that are addressed during the RCA prep is: what could have been done better during the support interaction, did we follow the SOP, is the SOP reliant enough to solve the issue at hand.

Cross-Functional Collaboration

1. A lot of the cases require cross collaboration between the different teams within the commops landscape (ecr, Sort, GLH etc..) and outside of the commops world (risk ops, DS, eng, legal etc..) to solve cases accurately and quickly. This is done to ensure the right people are involved to solve such cases which fetch us short term, medium term and long term sustainable solutions

---- Basic Qualifications ----

Problem-Solving:

1. Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc.

2. Proactively focuses on risk mitigation

Stakeholder Management:

1. Strong verbal communicator and able to interact with many types of partners; demonstrates ability to set clear expectations and communicate status to customers, colleagues, management

2. Consistent track record of managing stakeholders and operating in a cross-functional environment

Subject Matter Expertise:

1. Knowledge and experience with the Uber app and its product/ support interface

2. Experience with managing sensitive contacts or internal escalations.

3. Knowledge of risk and account processes.

Comfort with Ambiguity:

1. Motivated and able to operate with minimal oversight, comfortable navigating new and challenging situations / processes; displays emergent leadership

2. Flexibility to work with teams in different geographies, cultures, and timezones as this is a global role

---- Preferred Qualifications ----

1. Knowledge and experience with Uber tools

2. Escalation Management: Experience with driving escalations to closure while ensuring that relevant stakeholders are consistently informed of progress updates

3. Insight Generation: Experience with generating insights from support processes. Big plus if insights were driven to closure with partner teams

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.25 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.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform