About the Role

　　The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, Uber Greenlight locations help new drivers get on the road for the first time, build engagement with the platform over time, and serve as a logistics hub for drivers in their city. We look to our in-person support representatives, or Uber Experts, to serve as the face of Uber for drivers in hundreds of Greenlight locations around the world and provide sign-up help and overall support.

　　What You'll Do

　　Provide high-quality front-facing customer supportEnsure issues are resolved using procedures or are escalated promptlyFacilitate driver sign-ups and communicate the value proposition of driving with Uber, which may include proactive outreachEngage and support Drivers and Earners already on the platform in order to enable them to achieve greater successPartner with management on improving/building support processesAssist with local events and promotionsTroubleshoot and problem-solve through straight technical issuesCommunicate effectively with various stakeholders when neededPresent to groups of drivers & earnersAct as an SME and, provide feedback on processes, policies, and help with edge cases, including in real-time, while monitoring floorResolve complex cases and escalations on the floorProvide basic support projects which have an impact on greenlight KPIs and Expert engagementProvide floor support projects which have an impact on Greenlight KPIs and Expert engagementProvide floor support and help manage the daily operational running of the hub, hosting internal teams (e.g., Product)

　　Basic Qualifications

　　Ability to work full-time Monday-Friday standard 9:30 to 5:30 shift2+ years of Customer support experience in a high-volume environment, such as service industries, retail, or hospitalityAttention to detail, problem-solving, and communication (written and verbal) skillsAbility to navigate customer service operations without direct oversight of a managerAbility to successfully navigate challenging and escalated customer service complaintsAbility to make business-critical decisions in the moment without requiring additional supportEmpathy, punctuality, organization, EQ, active listening, basic computer savvy, teamwork/collaboration, adaptability, conflict management/resolution, adaptabilityStrong prioritization and time management

　　Preferred Qualifications

　　Sales, account management, or business development experienceExperience leading peers to achieve success metrics without direct manager oversightBachelor's Degree1 Year of floor supervisory/manager experience or Keyholder

　　The position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.

　　Physical Requirements:Expected to remain in a stationary position, often sitting or standing for prolonged periodsMay be required to perform repeating motions that include the wrists, hands, and/or fingers, e.g., using a keyboardAdditional Requirements include but are not limited to the following:Required to have regular and predictable attendance in the assigned work locationAbility to work in an open floor plan with moderate noise

　　About the Team

　　Earners keep Uber moving. Greenlight Locations exist to maximize the contribution that Earners have on the network by providing high-touch support in the interest of keeping drivers engaged and online. Greenlight Experts are positive, upbeat "people people" who thrive on helping others accomplish their goals. Greenlight Experts are the face of Uber to our partners, serving our communities by providing frontline in-person support to our customers.

　　About Uber

　　At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help earners, riders, and eaters get moving in more than 600 cities around the world.

　　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, come work with us, and let's move the world forward, together.

　　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.

　　* Accommodations may be available based on medical conditions or as required by applicable law.

　　For Saugus, MA-based roles: The base hourly rate amount for this role is USD$22.00 per hour.

　　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.

　　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.