Merchant Support Retention Specialist - Outbound Support

Merchant Support Retention Specialist - Outbound Support Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **About the Role** At Uber, we believe that providing the highest quality support is a core feature of our product experience. Our Merchant Support team helps restaurants using the Uber Eats platform by resolving issues, answering questions, and delivering solutions with care and creativity. They're dedicated to finding innovative ways to assist, solve challenges, and enhance future interactions. **What You'll Do** - Resolve customer contacts through various support modalities including inbound and outbound calls, email, chat, and tickets - Complete proactive outreach via phone and email to support Merchants - 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 - Provide feedback to leadership and program teams regarding processes and trends **Basic Qualifications** - 6 months minimum experience in retail, hospitality, or customer service in-person or contact center environment - Proficient in Google Suite Tools - Comfortable operating in multiple modalities **Preferred Qualifications** - Customer empathy – You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways - Strong written and verbal communication skills – You are an effective communicator and listener, and you adapt easily to varied communication methods - Collaboration – You value teamwork and contribute to a synergistic work environment where people learn from one another - Strategic problem solving – You can leverage multiple resources to inform and support critical decisions - Excellent organization – You effectively prioritize work to target the highest-impact issues first - Optimism