Customer Support Specialist, Executive Community Relations (ECR)

Customer Support Specialist, Executive Community Relations (ECR) Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time ### **About the Role** The Executive Community Relations (ECR) team provides white-glove, full-resolution support to users whose influence is critical to Uber’s success. These users include high-visibility community members, Uber’s employees and Executive Leadership Team, and customers with uniquely sensitive issues that require additional care. ECR specialists are skillful communicators who can tactfully tailor their messages to suit diverse audiences and support platforms, including phone, email, and chat. In addition to resolving customer issues, ECR specialists analyze case details and provide insights and recommendations to key stakeholders. ### **What You’ll Do** - Provide unparalleled customer support experiences and resolutions for Uber employees, executive leadership, and key community influencers - Own support processes that are often highly complex, urgent, and sensitive - Mitigate legal and media risk by providing seamless support for users whose experiences could impact Uber’s public narrative - Send timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis - Maintain relationships and build trust with key business partners, including Operations, Communications, Community Operations, Legal, Media, and members of Uber’s Executive Leadership Team - Navigate multiple knowledge bases (KBs) and contact management systems to resolve diverse and nuanced issue types across lines of business - Think outside of the box to develop creative support solutions that best serve the customer and Uber ### **Basic Qualifications** - At least 1 year of experience in retail, hospitality, or in-person customer service, or in a contact center environment - Strong written and verbal communication skills - Basic English language proficiency ### **Preferred Qualifications** - Experience in executive communications - Case management or experience with JIRA or other similar systems - Very detail-oriented - Experien