**About the Role:** 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 phone support. Uber Autonomous Mobility and Delivery is expanding with a variety of different partners across the US to fulfill requests on the Uber platform via Autonomous Vehicles. Interested in being a part of this new and exciting program? + This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and overnights work will be required. + Night Shift Customer Support Representative, HOOP: 6pm-7am Subject to change based on 24/7 business need You must be legally authorized to work in the United States to be considered for this position. This position potentially qualifies for a shift differential: + **Weekday Nights** (+10%): Any shift during a weekday that begins on or after 3pm and ends after midnight. This differential is paid for all hours worked after 5pm. + **Weekend Nights** (+15%): Any combination of 2 weekend days and the shift begins on or after 3pm and ends after midnight. This differential is paid for all hours worked after 5pm on Friday, Saturday, or Sunday. **What You Will Do:** + Provide high quality customer support both verbal and written + Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible + Highly motivated problem solver with an ownership mentality. + Be An Owner. Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own. + Willing to go above and beyond in an effort to deliver a world-class customer experience. + Work on both phone and ticket-based cases 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. Care about individual consumer experiences. + Comfortable using multiple platforms and tools to identify issues and possible resolutions. + Change course as priorities shift in real time with new inbound issues. + Keep up to date with new challenges from our consumers, and the changes and product improvements from our internal teams. + Interested in finding opportunities for improvement (enhancements or bugs) as you advocate for customers. **Basic Qualifications:** + 6 months minimum experience in retail, hospitality, or customer service in-person or contact center environment + Computer skills + Comfortable operating in multiple modalities + Attention to detail, problem-solving, communication (written and verbal), tech savvy, critical thinking related to investigating issues, basic interaction with stakeholders, timeliness & efficiency, EQ + Comfortable operating in multiple modalities; Language proficiency (basic English may be required) **Preferred Qualifications:** + Premium support experience + Retention experience + Ability to quickly adapt to change + Critical thinking, problem solving + Strong communication For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$21.10 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits. Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform