About Company
Uber is a global technology company that provides innovative solutions for mobility, delivery, and freight. We are dedicated to creating new possibilities by connecting people with their cities and with each other. Our mission is to ignite opportunity by setting the world in motion. Joining Uber means being part of a team that thrives on innovation, problem-solving, and a commitment to transforming urban landscapes and daily life for millions worldwide. We foster a diverse and inclusive environment where every voice is heard, and every idea can contribute to our collective success.
Job Description
Are you passionate about delivering exceptional service and eager to make a tangible impact on customer satisfaction? Uber is seeking a dedicated and empathetic Customer Experience Specialist to join our vibrant team in West Des Moines. In this pivotal role, you will be the frontline ambassador for our brand, responsible for resolving customer inquiries and issues with professionalism and efficiency. You will engage with our riders, drivers, and delivery partners across various channels, including phone, email, and chat, addressing everything from app functionality and payment discrepancies to trip-related concerns and account management. The ideal candidate will possess a keen ability to diagnose problems quickly, communicate solutions clearly, and maintain a calm and reassuring demeanor, even in challenging situations. This role offers a unique opportunity to contribute directly to Uber’s reputation for reliability and user-friendliness, ensuring every interaction enhances the overall customer journey. If you thrive in a fast-paced environment, are a natural problem-solver, and have a genuine desire to help others, we encourage you to apply and become a key player in our mission to move the world.
Key Responsibilities
- Provide prompt, accurate, and empathetic support to Uber users (riders, drivers, delivery partners) via phone, email, and chat.
- Resolve a wide range of customer issues, including account inquiries, payment disputes, trip adjustments, and technical troubleshooting.
- Maintain a deep understanding of Uber's products, services, and policies to provide comprehensive and correct information.
- Document customer interactions accurately and thoroughly in our CRM system.
- Collaborate with internal teams (e.g., product, operations, safety) to escalate complex issues and ensure timely resolution.
- Identify and escalate trends in customer feedback and issues to improve services and processes.
- Continuously strive to exceed customer expectations and contribute to a positive team environment.
Required Skills
- Minimum of 2 years of experience in a customer service or customer support role.
- Excellent verbal and written communication skills with a strong command of English.
- Proven ability to empathize with customers and de-escalate difficult situations.
- Proficiency in using CRM software and other customer service tools.
- Strong problem-solving skills and attention to detail.
- Ability to work effectively in a fast-paced, dynamic environment.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in a relevant field.
- Experience in the technology, ride-sharing, or logistics industry.
- Fluency in additional languages (e.g., Spanish, French).
- Familiarity with Uber's platform as a user or partner.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) matching program.
- Opportunities for career growth and professional development.
- Employee discounts on Uber rides and Uber Eats.
- Dynamic and inclusive work environment.
How to Apply
Ready to drive the future of customer experience with Uber? We invite you to apply by clicking on the application link below. Please ensure your resume and cover letter highlight your relevant experience and why you are a great fit for this role. We look forward to reviewing your application!