Senior Customer Support Specialist, Earner Regulatory Escalations

Who you are

You have at least 1 year of experience in a customer service or retail environment, demonstrating your ability to handle customer inquiries effectively. You are comfortable operating in multiple modalities, whether it be through calls, emails, or chat. Your empathetic nature allows you to connect with customers and resolve their issues efficiently. You possess strong communication skills, enabling you to convey information clearly to both internal and external stakeholders. You are detail-oriented, ensuring thorough documentation and notation on customer contacts and trends. You are proactive in providing feedback to leadership regarding processes and trends, contributing to the overall improvement of customer support.

What you'll do

In this role, you will resolve a high volume of customer contacts through various support modalities, including inbound and outbound calls, email, chat, and tickets. You will investigate case details to determine the root cause of issues and communicate quickly and effectively to stakeholders. You will triage and escalate urgent issues to drive them to resolution, ensuring that customer concerns are addressed promptly. You will complete thorough documentation and notation on customer contacts and trends, providing valuable insights to the team. Additionally, you will provide feedback to leadership and program teams regarding processes and trends, helping to enhance the customer support experience.

What we offer

Uber offers a collaborative work environment where you can grow your skills and contribute to a mission-driven company. You will have the opportunity to work with a diverse team and engage with various departments to improve customer experiences. The company values its employees and encourages a culture of feedback and continuous improvement. You will be expected to spend at least half of your work time in the assigned office, fostering teamwork and collaboration.