Customer Support Specialist, UGO Escalations

What The Candidate Will Need / Bonus Points

What the Candidate Will Do

* Resolve high volume of customer contacts through various support modalities which may include inbound and outbound calls, email, chat, and tickets

* 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 and trends

* Provide feedback to leadership and program teams regarding processes and trends

Basic Qualifications

* FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment

* FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment

Comfortable Operating In Multiple Modalities Preferred Qualifications

* Bachelor's degree in Business, Communications, English, Journalism, or a related field

* Experience providing support in a high-volume environment (e.g., service industries, retail, hospitality, or customer support operations)

* Crisis counseling or experience supporting individuals in high-stress or sensitive situations

* Availability to work weekends, holidays, and non-standard hours outside of a traditional 8:00 a.m. - 5:00 p.m. schedule

* Strong customer empathy with the ability to understand user needs and resolve support requests thoughtfully and effectively

* Excellent written and verbal communication skills, with the ability to adapt communication style across multiple channels

* Proven ability to collaborate effectively in a team-oriented environment and contribute to shared goals

* Strong problem-solving skills, including the ability to leverage multiple resources to support informed decision-making

* Excellent organizational and prioritization skills, with a focus on addressing high-impact issues efficiently

* Positive, solutions-oriented mindset when facing challenges or ambiguity

* Ability to remain calm and effective under pressure in time-sensitive and high-stakes situations

* Demonstrated willingness to learn, grow, and incorporate feedback

* High level of flexibility and adaptability in fast-paced, changing environments

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.30 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., For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.30 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.