Community Support Representative - Social Media

EG-C
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

About the Role

 

At Uber, providing amazing support that establishes trust for riders and driver partners - our community - is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the most compelling, most efficient way.

 

Community Support Representatives - ST are excellent at engaging with non-support issues received. With a strong understanding of our policies & logic, and great online wit, you will be able to support the marketing team by being the voice of the Uber brand on social media.

 

The right candidate will be able to receive brief communication about upcoming digital campaigns & prepare responses accordingly, will be quick on their feet & good with words.  

 

We are seeking an attentive, personable, highly-organized Community Support Representative to support the city's operations team as we continue to grow our presence.

 

This is a full time opportunity working with an amazing operations team on the daily functions that are at the core of Uber.

 

 

Perks

What You’ll Do

 

  • Deliver high-quality service across multiple support platforms such as Facebook, Twitter, and Instagram
  • Be a passionate advocate for riders and drivers while answering any questions that come your way
  • Create loyalty among new users and get our early adopters to fall in love with Uber all over again
  • Triage issues and escalate them when necessary
  • Identify ad-hoc opportunities online to leverage in order to drive positive sentiment
  • Create & maintain saved replies through working with saved replies teams & marketing teams
  • Create reports on weekly/monthly basis

 

What You’ll Need

 

  • Incredible sense of empathy and understanding of both riders and driver partners. You will be an excellent advocate for Uber's users and are passionate about the community experience
  • Calm under pressure. You have excellent organizational skills, integrity, and follow-through on tasks
  • Natural curiosity. You love learning how things work and are always looking for creative solutions. You enjoy testing different support strategies and tracking the results
  • Passion. You love Uber. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand
  • Agility. You can move quickly with care. You embrace change and can absorb new information with ease
  • A high proficiency using computers (typing, quickly navigating between various tools)
  • Excellent reading comprehension and writing skills in English and Arabic language
  • Must be able to connect what users are asking for with answers to their true issues
  • Passion for helping others and creating support experiences that exceed users' expectations
  • Skilled at handling multiple issues at once to efficiently resolve a large number of inquiries
  • The ability to work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
  • Flexibility. Weekend and weekly evening shifts are required
  • To be an Uber evangelist - you care deeply about the product and getting others excited to ride and partner with Uber

 

Bonus Points

 

  • Previous experience managing brand presence on social media/social media support

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