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The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Uber's Centers of Excellence (COEs) are the 24/7 contact management hubs that make this mission possible. At our COEs, we hire Community Support Representatives, Managers, and many other essential roles to support our business needs and continued growth. Our customer operations teams respond to virtual tickets and provide high-quality support to ensure a seamless and reliable experience for every user on the Uber platform.
Job Responsibility
Provide high-quality virtual customer support through ticket systems, including phone and email channels
Resolve low-to-medium complexity customer issues by following established procedures and guidelines
Ensure high customer satisfaction by demonstrating empathy and care while solving customer concerns
Perform root cause analysis on specific cases and present findings to improve the overall customer journey
Work within a stable line of business characterized by low ambiguity and well-documented support procedures
Requirements
Professional proficiency in both French and English is required
At least 6 months of experience in B2B support, B2B proactive outreach, or B2B account management
Comfortable and efficient when operating across multiple communication modalities
A strong 'customer-first' mindset with a dedication to providing high-quality service
Ability to manage relationships and communicate effectively with internal and external partners