Merchant Support Specialist

Merchant Support Specialist Department: Community Operations Team: Support Operations Location: Chicago, United States Type: Full-Time **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. The Team: The Merchant Support team supports merchants across US&C. The goal is to build lasting relationships with our valuable Merchant Partners by providing a trustworthy and world-class support experience. This role is hybrid role in Chicago and will have in office requirements. **What You Will Do** - Demonstrate empathy while solving customer concerns - Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues, which may not have a well-documented procedure, and where relevant to the line of business, outbound phone support - Work on both phone and ticket-based cases, if relevant, and resolve escalations - May perform root cause analysis and present findings - Highlight common ticket types/issues to the Team Lead **Basic Qualifications** - At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment - Comfortable operating in multiple modalities (Phones, Email, Chat) - Proficiency in Google Suite Tools **Preferred Qualifications** - Comfortable operating in multiple modalities - Inbound & outbound phone support experience - Critical thinking For Chicago, IL-based roles: The base hourly rate amount for this role is USD$23.80 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate