Autonomous Vehicle Support Specialist

About the Role and Team

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/outbound phone support. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a dynamic environment.

Uber Autonomous Mobility is expanding with a variety of different partners across the US to fulfill requests on the Uber platform via Autonomous Vehicle. As an AV Specialist, you will serve as the real-time, human point of contact for Riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency. This role requires exceptional empathy, patience, and a relationship-oriented mindset. Interested in being apart of this new and exciting program?

As an AV Specialist, you will serve as the real-time, human point of contact for Riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency.
Additionally, you will have the unique opportunity to support development of new operational processes and tools for scale

This is 40 hours/week that requires weekends and evenings. Some holiday, weekend, and evening work will be required. 
You must reside in the United States to be considered for this position.  On-site work is required.

This position qualifies for a +5% shift differential for shifts worked on both Saturday and Sunday.

What you’ll do 

• Empathetic and love resolving issues (customer facing) as efficiently, politely, and professionally as possible
• Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, outbound phone support
• Willing to go above and beyond in an effort to deliver a world-class customer experience.
• Work on both phone and ticket-based cases, if relevant, 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.
• Comfortable using multiple platforms and tools to identify issues and possible resolutions.
• Care about individual consumer experiences.
• 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.
• Highly motivated problem solver with an ownership mentality.

 Basic Qualifications 

• English Proficiency
• Comfortable operating in multiple modalities
• At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment

Preferred Qualifications

• Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listening to and interpreting customer needs
• Excellent computer skills and problem-solving ability
• Proven ability to adapt and drive progress against goals in ambiguous, changing environments
• Proactive mindset and resourcefulness
• Positive attitude with a growth mindset
• 2+ years of experience in customer service, retail, or another customer-facing role
• Experience