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: 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 overall 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 retail, hospitality, or a customer service environment (in-person or contact center).
• Adaptability: Comfortable and efficient when operating across multiple communication modalities (phone, email, and chat).
• Technical Literacy: Strong basic computer skills and familiarity with digital support tools.
• Communication: Excellent verbal and written communication skills.
• Customer Centricity: A strong "customer-first" mindset with a focus on delivering excellent service.
• Executional Excellence: A proven track record of meeting performance targets and maintaining quality standards.
• Problem Solving: Ability to think critically and resolve issues within defined workflows.