About the Role


The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Uber's Centers of Excellence (COEs) are the 24/7 contact management hubs that make this possible. At our COEs, we hire Community Support Representatives, Managers, and many other essential roles to support business needs and continued growth. Our customer operations teams respond to virtual tickets and provide high-quality support to ensure a seamless and reliable experience for every user on the Uber platform.




What You Will Do
* Omnichannel Support: Provide high-quality virtual customer support through ticket systems (chat and email) and potentially via phone.
* Effective Resolution: Resolve low-to-medium complexity customer issues by following established procedures and guidelines.
* Customer Advocacy: Ensure high customer satisfaction by demonstrating empathy and care while solving customer concerns.
* Continuous Improvement: Perform root cause analysis on specific cases and present findings to improve the customer journey.
* Operational Stability: Work within a stable line of business characterized by low ambiguity and well-documented support procedures.

Basic Qualifications
* Language Proficiency: Professional proficiency in both French and English is required.
* Professional Experience: At least 6 months of experience in B2B support, B2B proactive outreach, or B2B account management.
* Adaptability: Comfortable and efficient when operating across multiple communication modalities (phone, email, and chat).
* Customer Centricity: A strong "customer-first" mindset with a focus on delivering excellent service.
* Stakeholder Management: Ability to manage relationships and communicate effectively with internal and external partners.