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Merchant Support Retention Specialist

Community Operations
in Chicago, Illinois

About the Role

At Uber, we believe that providing the highest quality support is a core feature of our product experience. Customer Support Representatives for Merchant Support resolve issues and answer questions for restaurants using the Uber Eats platform. They are always looking for unique and exciting ways to help others, solve problems, and improve future experiences. Merchant Support Specialists make magic, turning unhappy users into our most passionate evangelists.

Uber is committed to a safe workplace. We have implemented Covid-19 safety protocols which meet or exceed local public health guidance. Worker safety remains our number one priority. As a result, Uber mandates COVID-19 vaccinations for all US-based employees who need or want to access any of our US facilities.*

What You'll Do

  • Resolve customer contacts through various support modalities including inbound and outbound calls, email, chat, and tickets
  • Complete proactive outreach via phone and email to support Merchants
  • Investigate case details to determine the root cause of issues
  • Learn and master multiple applications and resources including contact management systems and knowledge bases
  • Communicate quickly and effectively to internal and external stakeholders
  • Triage and escalate urgent issues in order to drive them to resolution
  • Complete thorough documentation and notation on customer contacts
  • Provide feedback to leadership and program teams regarding processes and trends

Basic Qualifications

  • Ability to work weekends, holidays, and outside of a standard 8 am to 5 pm shift
  • Proven ability to develop deep customer empathy and articulate customer problems.
  • Strong written and verbal communication skills, including the ability to express yourself with confidence and diplomacy and develop effective written communication for a variety of audiences;
  • Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • Strategic problem solving - Use of multiple resources to inform and support critical decisions
  • Excellent organization - Optimally prioritize work to target the highest-impact issues first. Balance attention to detail with swift execution
  • Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
  • Ability to remain calm under pressure -- You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
  • A desire to learn, highly motivated self-starter, with an eagerness to learn and grow
  • High flexibility - When the only constant is change, you're ready to roll with the punches and pivot quickly from one support experiment to the next which may

Preferred Qualifications

  • Bachelor's Degree in Business, Communications, English, or Journalism
  • Support experience in a high-volume environment, such as service industries, retail, or hospitality
  • Crisis counseling experience

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

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.


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Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.