**About the Role** The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, eaters, and merchants. 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 high-value phone support. **What's Unique About This Role** This specific team is dedicated to Uber's exciting Autonomous Vehicle (AV) program, which is pioneering the future of delivery & mobility. As part of this team, you'll be supporting Uber’s autonomous vehicle fleet as it delivers orders from the Uber Eats platform via autonomous vehicles and robots as well as trip related support for riders taking autonomous rides. If you’re looking for an opportunity to be at the forefront of technology and innovation, this is the role for you! Please note that this role requires flexibility, as you will be working overnight and swing shifts. These shifts are crucial in supporting the operation of Uber's cutting-edge autonomous vehicle program. **What You'll Do** - Demonstrate empathy while solving customer concerns related to Uber’s AV deliveries. - Deliver high-quality customer support and customer satisfaction while solving complex inbound or outbound customer issues. - Work on both phone and ticket-based cases, and resolve escalations. - Conduct root cause analysis and present findings to the team. - Highlight common ticket types/issues to the Team Lead and provide feedback for process improvements. This position is an hourly customer support role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role. **Basic Qualifications** - **FOR INTERNALS**: At least 6 months of experience in retail, hospitality, or customer service in-person or in a contact center environment. - **FOR EXTERNALS**: At least 1 year of experience in retail, hospitality, or customer service in-person or in a contact center environment. - Comfortable operating in multiple modalities (phone, email, ticketing systems). - Empathetic and passionate about resolving customer issues efficiently, politely, and professionally. - Excellent communication skills and a customer-first mindset. - Willingness to go above and beyond to deliver a world-class customer experience. - Comfortable and personable when handling customers via phone or email. - Ability to quickly adapt to change in a fast-paced environment. - Willing to work evenings, weekends, and overnight or swing shifts. **Preferred Qualifications** - Ability to multitask, prioritize, and manage time effectively. - Proficient in G-Suite tools (Google Docs, Sheets, etc.). - A keen interest in identifying opportunities for improvement and advocating for customers. **About the Team** Uber AV delivery is expanding with a variety of partners across the U.S. to deliver orders from the Uber Eats platform via autonomous vehicles and robots. This is a groundbreaking program that’s shaping the future of delivery, and we’re looking for individuals who are excited to be a part of this innovative journey. Are you ready to be part of this exciting new chapter at Uber? For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$20.50 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.