Autonomous Vehicle Support Specialist

About the Role and Team
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, eaters and business partners. Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering inbound/outbound phone support. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a dynamic environment.
Uber Autonomous Mobility is expanding with a variety of different partners across the US to fulfill requests on the Uber platform via Autonomous Vehicle. As an AV Specialist, you will serve as the real-time, human point of contact for Riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency. This role requires exceptional empathy, patience, and a relationship-oriented mindset. Interested in being apart of this new and exciting program?
As an AV Specialist, you will serve as the real-time, human point of contact for Riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency.
Additionally, you will have the unique opportunity to support development of new operational processes and tools for scale
This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required.
You must reside in the United States to be considered for this position. On-site work is required.
This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.
What you’ll do
Empathetic and love resolving issues (customer facing) as efficiently, politely, and professionally as possible
Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
Willing to go above and beyond in an effort to deliver a world-class customer experience.
Work on both phone and ticket-based cases, if relevant, and resolve escalations
Comfortable and personable when handling customers via phone or email.
Solve problems and address unsatisfactory consumer experiences with ownership and service recovery.
Comfortable using multiple platforms and tools to identify issues and possible resolutions.