Community Support Specialist (Mandarin Speaker)

Who you are

You are a compassionate individual with a strong ability to empathize with others — your interpersonal skills allow you to build trust and rapport with customers during critical moments. You thrive in high-pressure environments and can manage sensitive incidents with care and professionalism. Your attention to detail ensures that all conversations are thoroughly documented, and you are comfortable using various platforms to report and categorize incidents. You are fluent in Mandarin, which enables you to communicate effectively with a diverse range of stakeholders.

You understand the importance of safety and are committed to enforcing standards that protect users on the Uber platform. You are proactive in your approach, always looking for ways to improve processes and enhance the customer experience. You are a team player who values collaboration and is eager to contribute to a supportive work environment.

What you'll do

In this role, you will act as a first responder to urgent incidents reported by users of the Uber platform. You will review incoming critical incidents and document issues with reporting parties, ensuring that all necessary information is captured accurately. Your role will involve performing thorough interviews with drivers, riders, eaters, couriers, and other stakeholders to understand the details of each incident. You will categorize incidents appropriately for further investigation by the Special Investigations Unit.

You will manage a high volume of sensitive incidents, often requiring you to navigate explicit content and emotionally charged situations. Your ability to remain calm and collected will be essential as you triage these incidents and provide the necessary support to reporting parties. You will also be responsible for reporting accurate data and insights to help improve safety measures for all Uber customers.

What we offer

At Uber, we are committed to providing our employees with a supportive and inclusive work environment. You will have the opportunity to work alongside a dedicated team that values collaboration and innovation. We offer competitive compensation and benefits, as well as opportunities for professional growth and development. You will be part of a mission-driven organization that is focused on making transportation safer and more accessible for everyone. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be a valuable addition to our team.