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Customer Support Operations - Safety



Customer Service, Operations
hong kong
Posted on Friday, April 28, 2023
About The RoleThe Incident Response Team handles safety concerns that come up on the Uber platform. The team works and manages all complex and critical incidents of this nature.With safety as our top priority, the team is now looking for folks who can contribute to this by helping our clients involved in a safety incident. What You'll Do
  • Provide world class customer support through emails and phone calls for companies and their employees
  • Work on critical safety incidents reported by riders and driver partners
  • Document all incidents on JIRA (The safety incident reporting feature)
  • Collaborate with partners and work towards any solution ideal for the incident
  • Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners
  • Handle Social Media Escalations when someone reports on Facebook/Twitter regarding an incident where their safety was compromised
  • Handle VIP clients who were on the receiving end of a driver partners wrong behaviour
  • Help in improving processes, so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of - problems for the clients and companies
  • Contribute to building the team and the organization for long term success
Working Hours
  • Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on business needs)
  • Total 40 hours a week, 5 days, 8 working hours every day
  • Willingness to work during public holidays rotating day/ night shifts, rotating weekend offs
What You'll Need
  • 2 years customer support experience (preferred)
  • Phone support experience
  • Native Cantonese
  • Business level English
  • Problem solving and critical thinking with detail oriented
  • Strong stakeholder management and communication skills (written & verbal)
  • Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
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.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.