Sr. Regional Community Operations Specialist - Bangkok, UberEATS

TH-10
Department
Global Community Operations - Community Operations

Uber Overview

About Uber

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

Job Description

At Uber, providing amazing support that establishes trust within our community—across riders, driver partners, UberEATS customers, restaurant partners and delivery partners—is a core feature of the Uber user experience. We’re obsessed about providing the highest quality service executed in the smartest, most efficient way. And for Uber to continue its growth and success, we need to be able to not only improve but also scale our fast-growing support operations.

 

We’re looking for a Regional Community Operations Specialist for UberEATS, responsible for, but not limited to, revising working processes and policies, identifying problems, proposing and implementing customer obsessed solutions using data driven methods, overseeing customer service team, handling sensitive escalated issues, and surfacing insights to internal teams. Based in Bangkok, this role comes with a heavy focus on improving the customer support experience.

Perks

WHO YOU ARE

  • An advocate for the customer. Incredibly empathetic and understanding of restaurant, driver partners and users alike. You will be a powerful advocate for UberEATS’ users and are obsessed with the community experience.
  • You stand for high quality of customer service. You hold yourself and customer support teams accountable to continuously raise the bar of standards.
  • A lover of process and optimisation. You’re excited about the opportunity to create, continuously improve and experiment with support processes.
  • Data-driven and analytical. You are detailed oriented and can draw the link between data with operations and deliver meaningful insights.
  • An ace problem solver. You embrace challenges, and would stop at nothing to generate creative solutions--whether they’re hacky, short-term workarounds, or more sustainable, long-term process changes.
  • A brilliant communicator. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to users or surfacing the Voice of Customer to internal teams.
  • Devoted to learning. You have great attitude and appetite to continuously develop and challenge yourself!

 

WHAT YOU’LL DO

  • Monitor and manage customer support metrics (contact rate, customer satisfaction score, service levels etc.)
  • Develop policies and processes, run sprint projects to improve metric allocated
  • Dive deep into numbers and qualitative data, surface patterns, identify gaps, conduct root cause analysis and draw out actionable insights
  • Implement data driven initiatives and track outcomes
  • Work with internal stakeholders, be it local teams to improve how we deliver food in Malaysia, regional teams on implementing initiatives or global teams to improve internal tools and the overall user experience.
  • Ensure support teams (internal or external) deliver high quality performance
  • Be hands on and accountable for managing critical escalated user issues
  • Listen attentively to the voice of UberEATS’ community and provide actionable insight to the rest of the company that directly impacts how the UberEATS app works.

 

QUALIFICATIONS

  • Bachelor’s degree or higher
  • 0 to 2 years’ experience, preferably in customer service, customer relations, PR or operations,
  • Exceptional writing and verbal communication skills
  • Fluent in Thai and excellent English Communication

 

PREFERRED QUALIFICATIONS

  • Experience working in high-volume or fast-paced environment
  • Experience working in customer experience or for organisations known for stellar support outcomes is a plus

 

PERKS

  • Employees are given Uber credits each month
  • Ground floor opportunity with the team; shape the strategic direction of the company
  • The rare opportunity to change the world such that everyone around you is using the product you built
  • We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated, hard-working co-workers in a fun office environment

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