Uber
Escalation Specialist III
At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything. It’s what we know and what we do best
Customer Support
Full-time
Hybrid | Sydney, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Uber
At Uber we’re reimagining the way the world moves for the better. That means being bold in our decisions and building for something bigger. For us, all of that starts with helping people go anywhere and get anything: cars, takeout, motorcycles, groceries, bikes, people, scooters, items, trucks, buses. It’s what we know and what we do best. And we do it at the speed of now.
That’s why people want to join us: because our solutions are implemented in real time and on thousands of city streets, they are a boon and a career to people all over the globe. The scope of this work means Uber will challenge you - put you up against complex problems that require ambitious solutions. We need bold people who can build with heart, who will chase solutions with fearless optimism. We are Uber. Are you?
About the role
L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. The role requires someone who can take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to connect with them directly.
Your Impact in Role:
Work on critical safety incidents reported by riders and driver partners.
Document all incidents, collaborate with partners and work towards any solution ideal for the incident.
Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners.
Handle Social Media Issues when someone reports on Facebook/Twitter regarding an incident where their safety was compromised.
The Experience You'll Bring:
Problem Solving, Critical Thinking & Detail oriented
Should be able to identify customer problems swiftly and accurately while solving queries as this can impact company relations
Experience and a phone support background preferably in Safety
Working Hours:
● Normal business hours
● Weekends & holidays are required (Fri/Sat OR Sun/Mon off)
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- 💼
Customer Support Team Enablement
Collect and analyze customer data to optimize the workflows, operating procedures, and resources to enable support teams
Skills you'll need
- 💭
Critical thinking
Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight
- 🔍
Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Uber is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch