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Live Monitoring Customer Support Representative (Part Time)

Community Operations
in Limerick, Ireland

At Uber, we believe in "make a burger, deliver a burger". This role will be responsible for optimizing and managing live monitoring processes from onboarding markets, matrix recommendation reviews, alerts & act as a first responder during outages. The right candidate for this role is always looking for outstanding and exciting ways to solve problems, drive process excellence, identify product opportunities, as well as handle sophisticated optimisation related to Live monitoring. For interested candidates, these areas should be exciting to you and you will be asked to demonstrate understanding or skills in these areas, as well as an eagerness to lead processes that do this. Internally, the individual will work closely with the EMEA marketplace ops team & central Livemon ops PoC to bring forth key challenges faced in livemon tools and processes and work with the product team to help build a reliable Terra for radii management.

What You'll Do

  • Responsible for smooth execution & improvements on recurring tasks of markets onboarding, geofence creation/coverage & billboards.
  • Optimise reliability and accuracy of LiveMonitoring by improving the recommendation formula to prevent cases of over/under reduction and share recommendation with the country team.
  • Help identify agent difficulties with key products like Terra and prioritize such changes for the product team via raising phabs.
  • Provide support during outages and help follow up with products for impact assessment and root cause analysis.
  • Help supervise and recommend improvements to the automation team for processes around alerts, chat updates, billboards.

Basic Qualifications

  • Analytical. You can make sense of data sets to advise product or process decisions.
  • Process driven, you're able to run core processes and spot opportunities for improvement while scaling processes
  • Subject matter expertise. Understand the sophisticated nature of tools and how they relate to each other.
  • Operational, and capable at building operational improvements into core processes
  • Collaborator management, you'll need to work across ops & product
  • Motivated. You understand the impact of LiveMon on reliability; you are determined to tackle the difficult issues.
  • Communication. Be able to clearly identify the issues faced and prioritize opportunities

skills needed

  • Team Work
  • Communication skills
  • Stakeholder Management

Please note that this is a part time role, Thursday to Sunday 6pm to 11pm - 20 hours per week

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.


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