Community Operations Coordinator - Voronezh

Job description

About Uber

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

About the job

 

At Uber, providing amazing support that establishes trust for riders and driver partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Community Support Representatives are all about helping and educating both riders and drivers. We help people resolve their issues and turn unhappy users into our most passionate evangelists.

 

You are always looking for unique and exciting ways to resolve problems with exceptional support and exceptional communication. This role will have a heavy focus on customer support, content creation, data analytics, and process continuous improvement, so those interested should be excited to demonstrate those skills and be eager to lead.

What you'll do

·  Lead, coach, motivate and develop high performing team within a time-sensitive and demanding environment to deliver on operational KPIs.
·  You will be managing up to 2-3 Team Leads, who will each be managing up to 10-15 individuals - customer service representatives. These individuals are on the front line of our business, answering our community’s questions and tending to their needs.
·  Scale support in an innovative way at a company that's growing rapidly and changing constantly.
·  Deliver high-quality service across multiple support channels (email, chat, phone). Be a passionate advocate for riders and drivers while answering any questions that come your way.
·  Be savvy in rider and driver support. Provide Operations Teams in Russia with troubleshooting help and training on how to handle support questions from the users.
·  Create new efficient, user-centric support processes from scratch and optimize current ones based on data.
·  Listen attentively to the Voice of Uber's community and provide feedback to the rest of the company.
·  Create great, easy to understand help content to make it easy for users to find correct information in the right place at the right time.
·  Collaborate cross functionally with Ops, Marketing, Product, Engineering to improve user experience.

Desired profile

What you'll need

·  Incredible empathy and understanding of both riders and driver partners alike. You will be an excellent advocate for Uber's users and are passionate with the community experience.
·  Calm under pressure in an ambiguous environment. You have exceptional organizational skills, integrity, and great follow-through on tasks.
·  A natural curiosity. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
·  Word-savviness. You're eloquent and able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
·  To be data-driven and analytical. You see the power in numbers. You know how to use numbers to understand the story of the business.
·  To be a process optimizer. You're excited about the opportunity to create and experiment with support processes, and are willing and able to lead others to utilize them.

 

Minimum Requirements

·  BA/BS degree or equivalent practical experience.
·  Upper Intermediate English level.

 

Preferred qualifications

·  Experience in customer service or working in a customer centered environment.
·  Project management experience centered on processes quality and efficiency improvement.
·  Excellent organizational, analytical and influencing skills and ability to deliver results under pressure.
·  Ability to work in a productive and changing environment. Excellent communication and interpersonal skills.
·  Exceptional writing and verbal communication skills.
·  People management and team development experience.