**About the Role** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person customer support. **What the Candidate Will Do** 1. Deliver high-quality customer support on primarily edge cases; heavy reliance on subjectivity and business judgment 2. Handle customer support escalations 3. Perform root cause analysis and present findings on customer support processes and content 4. Partner with cross-functional stakeholders to solve findings 5. Partner with programmatic internal teams to identify themes and solve recurring customer pain points 6. Create customer support process improvement proposals (e.g. saved replies, KBs, processes) 7. File bug reports, using business judgment, for issues that need engineering fixes 8. Manage communications and setting expectations with false positive escalated customer support issues **Basic Qualifications** 1. FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment 2. FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment 3. Comfortable operating in multiple modalities **Preferred Qualifications** 1. Strong written and verbal communication skills 2. Adept in problem-solving and conducting in-depth investigations 3. You have experience working with complex data sets For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.25 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/benefits). Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A). Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.