About UberUber is a technology company that is changing the way the world thinks about transportation. We are building the technology that people use every day. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. We're making cities safer, and more connected. And we're doing it at a global scale-energizing local economy and bringing opportunity to millions of people around the world. Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.About The RoleAs a customer support representative First Responder, you need to work efficiently and optimally through our customers' requests to drive top results in customer service, accuracy, and timely case resolution. As part of your job, you will accept inbound requests through different channels including messaging and chats.You will work closely with our top internal stakeholders to coordinate and facilitate case resolution according to support logic for high-severity incidents while balancing external customer service, communications, expectations, and demands.What You Will Do Manage a high-volume caseload of critical incident types Maintain outstanding interpersonal skills and integrity while delivering outstanding customer service Employ critical thinking and creative problem-solving skills to navigate high-severity incident types Learn and master multiple knowledge bases and contact management systems Adapt to day/evening/overnight shifts & rotating weekends (incl. holidays) What You Will Need: Good spoken/ written English (B2+ level)! Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis! Dedication to excellence in behavior, performance, and work product Organized and self-driven with an excellent ability to handle a large caseload Ability to adjust and adapt in a dynamic work environment Strong written and verbal communication skills including the ability to listen optimally; confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences Solid computer and time management skills Multi-tasking Good deep dive and problem-solving skills Bonus Qualifications: SQL/ Excel and analytical skills Process improvement background Project management background