Uber Eats Merchant Premium Support Specialist
Uber, Chicago, IL, United States
About The Role
The Merchant Premium Support team supports merchants across US & C. The goal is to build lasting relationships with our most valuable Merchant Partners by providing a trustworthy and world‑class support experience for select non‑live order issues.
The Premium Support team sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world‑class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.
This role is a hybrid role with weekly required days in office. The shift for this position is 1:15 PM–10 PM.
What You’ll Do
Demonstrate empathy while solving customer concerns.
Deliver high‑quality customer support and customer satisfaction while solving complex inbound or outbound customer issues that may not have a well‑documented procedure.
Work on both phone and ticket‑based cases, if relevant, and resolve escalations.
May perform root cause analysis and present findings.
Highlight common ticket types/issues to the Team Lead.
Basic Qualifications
At least 1 year of experience in retail, hospitality, or customer service in‑person or contact center environment.
Comfortable operating in multiple modalities (Phones, Email, Chat).
Proficiency in Google Suite Tools.
Preferred Qualifications
Inbound & outbound phone support experience.
Critical thinking.
Communication skills.
Problem‑solving abilities.
For Chicago, IL‑based roles: The base hourly rate is USD $23.80 per hour. Eligible to participate in Uber's bonus program and may be offered other types of compensation. All full‑time employees are eligible for a 401(k) plan and various benefits.
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The Merchant Premium Support team supports merchants across US & C. The goal is to build lasting relationships with our most valuable Merchant Partners by providing a trustworthy and world‑class support experience for select non‑live order issues.
The Premium Support team sits within Uber's Center of Excellence (COE) in Chicago, IL. COEs are contact management centers dedicated to providing world‑class customer support to Uber customers (riders, drivers, couriers, eaters, restaurants, etc.). Uber relies on the COEs to provide support for our community's toughest issue types, as well as to incubate support modalities and processes for new products and services. COEs pioneer how Uber manages support for customers around the globe.
This role is a hybrid role with weekly required days in office. The shift for this position is 1:15 PM–10 PM.
What You’ll Do
Demonstrate empathy while solving customer concerns.
Deliver high‑quality customer support and customer satisfaction while solving complex inbound or outbound customer issues that may not have a well‑documented procedure.
Work on both phone and ticket‑based cases, if relevant, and resolve escalations.
May perform root cause analysis and present findings.
Highlight common ticket types/issues to the Team Lead.
Basic Qualifications
At least 1 year of experience in retail, hospitality, or customer service in‑person or contact center environment.
Comfortable operating in multiple modalities (Phones, Email, Chat).
Proficiency in Google Suite Tools.
Preferred Qualifications
Inbound & outbound phone support experience.
Critical thinking.
Communication skills.
Problem‑solving abilities.
For Chicago, IL‑based roles: The base hourly rate is USD $23.80 per hour. Eligible to participate in Uber's bonus program and may be offered other types of compensation. All full‑time employees are eligible for a 401(k) plan and various benefits.
#J-18808-Ljbffr