The Social Operations Response Team handles rider and driver-partner concerns with utmost elan and efficiency and via Twitter Instagram Facebook emails and phone calls alike The team collaborates closely with the IRT ECR and Content teams to help users who contact us via social media 1 Social Media - Ticket Handling 2 Communicate with high-profile riders and influencers on social media and represent Uber s support spirit 3 Manage escalations from various internal teams i e IRT ECR Cross support CEO Escalations Stakeholder Escalation escalations provide language support support Driver Escalation from BPOs and keep a sharp focus on HighPriority queue for critical escalations 4 Have the ability to handle escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time 5 Provide top-notch customer support through emails and phone calls alike for all of our audiences if need be We take pride in the fact that we treat riders and driver-partners as equals and we d want you to be on the same page 6 Help in improving processes and never shy away if you have to build a new process We always optimize for better customer experience 7 Identify patterns and help in making the support systems better as we scale 8 Voice and speech capabilities 9 Should be able to take calls and confidently interact with customers from any social background by effectively listening understanding and speaking in English Other regional languages are a plus 10 RCA and deep dives 11 Should have intermediate knowledge on Excel Word Slide to extract data frame basic models and represent it on documents slides 12 Understand post virality have the ability to monitor and control it 13 Be able to report viral post trends so internal teams can take the right action in a timely manner 14 Monitor the social media handles of Uber which are essentially Twitter and Facebook with a dash of Instagram as well 15 Have the expertise to communicate with celebrities who raise support tickets on social media COEs actors sports personalities journalists writers etc 16 Insight generation 17 Should be able to relate support opportunities with Uber s business needs and hence identify process policy insights from BAU activities Uber s mission is to reimagine the way the world moves for the better Here bold ideas create real-world impact challenges drive growth and speed fuelds progress What moves us moves the world - let s move it forward together 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 Accommodations may be available based on religious and or medical conditions or as required by applicable law To request an accommodation please reach out to Uber is proud to be an equal opportunity workplace We are committed to equal employment prospect regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran Status or any other characteristic protected by law