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 mission possible. At our COEs, we hire Community Support Representatives, Managers, and various 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: Ensure low-to-medium complexity customer issues are resolved efficiently by following established procedures.
• Customer Advocacy: Maintain high customer satisfaction levels and demonstrate empathy while solving customer concerns.
• Continuous Improvement: Perform root cause analysis on specific cases and present findings to help 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 Dutch and English (written and spoken) is required.

• Professional Experience: At least 6 months of experience in retail, hospitality, or a customer service environment (in-person or contact center).
• Communication: Outstanding reading comprehension and writing skills. You must be able to identify a user's true intent and provide precise, helpful answers.
• User-First Mindset: A passion for helping others and creating support experiences that exceed expectations.
• Problem Solving: Strong ability to troubleshoot issues and find speedy, effective resolutions.
• Multitasking: Skilled at handling multiple inquiries simultaneously without compromising quality or efficiency.
• Team Collaboration: Ability to thrive in a collaborative environment, learning from peers and contributing to the continuous improvement of team processes.
• Technical Support: 1 year of experience in a technical Customer Support role is a plus!