Uber Eats Merchant Premium Support Specialist

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 1:15pm-10pm

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, which may not have a well-documented procedure, and where relevant to the line of business, outbound phone support

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
• Problem Solving

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$23.80 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.