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Customer Support Specialist, Executive Community Relations (ECR)Support Operations, Community Operations in Chicago, Illinois

• Full Time

About the RoleThe Executive Community Relations (ECR) team provides white-glove, full-resolution support to users whose influence is critical to Uber's success. These users include high-visibility community members, Uber's employees and Executive Leadership Team, and customers with uniquely sensitive issues that require additional care. ECR specialists are skillful communicators who can tactfully tailor their messages to suit diverse audiences and support platforms, including phone, email, and chat. In addition to resolving customer issues, ECR specialists analyze case details and provide insights and recommendations to key stakeholders.

What You'll DoProvide unparalleled customer support experiences and resolutions for Uber employees, executive leadership, and key community influencers

Own support processes that are often highly complex, urgent, and sensitive

Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber's public narrative

Send timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis

Maintain relationships and build trust with key business partners, including Operations, Communications, Community Operations, Legal, Media, and members of Uber's Executive Leadership Team

Navigate multiple knowledge bases (KBs) and contact management systems to resolve diverse and nuanced issue types across lines of business

Think outside of the box to develop creative support solutions that best serve the customer and Uber

Basic QualificationsAt least 1 year of experience in retail, hospitality, or in-person customer service, or in a contact center environment

Strong written and verbal communication skills

Basic English language proficiency

• Preferred QualificationsExperience in executive communications

Case management or experience with JIRA or other similar systems

Very detail-oriented

Experience handling multiple stakeholders simultaneously

Customer empathy You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways

Strategic problem solving You can leverage multiple resources to inform and support critical decisions

Desire to learn You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

High flexibility When the only constant is change, you're ready to roll with the punches while remaining customer-centric and driving resolution

About the TeamThe ECR team sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world-class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$30.30 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan.

You will also be eligible for various benefits. More details can be found at the following link.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.

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.