About the Role
Community Operations at Uber is where real people solve real problems in real time. This role is at the heart of our Centers of Excellence (COEs), where we bridge the digital and real worlds by supporting the riders, drivers, and earners who keep our platform moving 24/7.
The environment is fast-paced and high-stakes, requiring you to stay steady and empathetic even when the answers aren't immediately clear. You’ll thrive here if you are motivated by meaningful service at scale, possess a "go-get-it" attitude, and can make thoughtful decisions with care. This isn't just about closing tickets; it's about building trust and ensuring our community feels heard and supported in every interaction.
What You’ll Do
- Support riders, drivers, couriers, and merchants during critical moments—helping turn uncertainty into clarity through empathy, speed, and sound judgment.
- Navigate multiple digital modalities and software tools to provide high-quality virtual support via chat, email, and phone.
- Resolve customer concerns with a focus on human connection, ensuring every person feels supported while maintaining high performance standards.
- Make fast, thoughtful decisions in real-time, especially when managing stable but essential lines of business with well-documented procedures.
- Identify patterns in customer issues and contribute to root cause analysis to help improve how we support our community over time.
- Collaborate with teammates and cross-functional partners to remove blockers and improve the way we move the real world together.
Basic Qualifications
- 6+ months of experience in a high-volume retail, hospitality, or customer service environment (in-person or contact center).
- Must be able to work from the designated Center of Excellence (COE) location.
- Experience operating in multiple digital modalities and software tools with general computer proficiency.
- Proficiency in the required local language, demonstrating clear verbal and written communication.
Preferred Qualifications
- Ability to stay calm and show empathy in emotionally charged or high-pressure situations.
- Strong problem-solving skills and a willingness to figure out the best path forward when answers aren't immediate.
- A team-player mindset that thrives in a collaborative, fast-changing environment.
- Systems thinking approach to identify and escalate issues that impact the user experience at scale.