About Company
Uber is a pioneering technology company that has fundamentally transformed personal transportation, food delivery, and logistics worldwide. Our mission is to ignite opportunity by setting the world in motion, making urban mobility and access to services seamless, safe, and accessible for everyone. We operate a vast platform that connects millions of riders with drivers, and customers with local businesses, thereby creating immense economic opportunities and enhancing the convenience of daily life across continents. At Uber, we are more than just a service; we are a vibrant community of innovators, problem-solvers, and forward-thinkers committed to making a tangible impact on people’s daily lives. We foster a dynamic, inclusive, and fast-paced work environment where employees are empowered to challenge the status quo, grow professionally, and contribute to groundbreaking solutions. Join us in shaping the future of urban convenience and revolutionizing how the world moves.
Job Description
This role as an Uber Rider Support Representative is a critical part of our unwavering commitment to delivering exceptional service and ensuring a smooth, reliable experience for all our users. As we are experiencing rapid and sustained growth in the Waterloo region, we are urgently seeking dedicated, empathetic, and highly motivated individuals to join our on-site team. You will serve as the primary point of contact for Uber riders, addressing a wide array of inquiries, expertly resolving issues, and ensuring their journey with Uber is consistently positive and hassle-free. This isn’t just a call center role; it’s a dynamic opportunity to be a crucial problem-solver, a skilled communicator, and a vital brand ambassador for one of the world’s leading technology companies. You will be responsible for handling questions about trip details, billing discrepancies, account management, safety concerns, and general feedback with the utmost professionalism, efficiency, and a solution-oriented mindset. A successful candidate will thrive in a fast-paced, high-volume environment, possess excellent verbal and written communication skills, and demonstrate a genuine passion for helping others. You’ll work within a supportive team structure, utilizing cutting-edge tools and benefiting from comprehensive training to become an expert in Uber’s services, policies, and operational best practices. Your ability to think critically, de-escalate challenging situations, and provide clear, concise, and actionable solutions will be paramount to your success and rider satisfaction. We’re looking for individuals who are not only quick learners but also proactive in identifying recurring issues, contributing to process improvements, and enhancing our overall service delivery. This urgent hiring signifies our deep dedication to expanding our local support presence, meaning you’ll play a vital role in our regional success and contribute directly to elevating rider satisfaction. If you are passionate about customer service excellence, innovative technology, and making a tangible difference in people’s daily commutes and travel experiences, we strongly encourage you to apply and become a key part of our dedicated Waterloo team.
Key Responsibilities
- Respond promptly and professionally to rider inquiries via phone, email, and chat, addressing a diverse range of issues.
- Investigate and resolve rider complaints and concerns, escalating complex issues to appropriate internal teams when necessary.
- Provide accurate, complete, and up-to-date information by utilizing available resources and tools.
- Educate riders on Uber's features, services, and policies to enhance their platform experience.
- Document all interactions and resolutions thoroughly and accurately in our CRM system.
- Maintain a high level of customer satisfaction by providing empathetic, efficient, and effective support.
- Collaborate with team members and other departments to identify trends and improve overall service quality.
- Adhere to all company guidelines, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 1 year of experience in a customer service or support role, preferably in a fast-paced environment.
- Exceptional verbal and written communication skills in English.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software and other communication tools.
- Ability to multitask, prioritize, and manage time effectively.
- High level of empathy and emotional intelligence to handle sensitive situations.
- Comfortable working independently as well as part of a team.
- Adaptability and resilience in a dynamic and evolving work environment.
Preferred Qualifications
- Previous experience in a call center, tech support, or ride-sharing/delivery service industry.
- Familiarity with Uber's platform as a rider.
- Fluency in additional languages (e.g., French, Spanish) is an asset.
- A post-secondary diploma or degree in a relevant field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for career growth and professional development within a global company.
- Access to a vibrant, collaborative, and inclusive work culture.
- Employee discounts on Uber services.
- Modern, comfortable on-site work environment.
How to Apply
If you are ready to drive your career forward with Uber and contribute to a world-class rider experience, we encourage you to apply today! Please click on the application link below to submit your resume and cover letter. We thank all applicants for their interest, however, only those selected for an interview will be contacted.