Customer Service — Merchant Premium Support

February 17, 2026

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About the position

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and 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 in-person customer support.

Responsibilities

Demonstrate empathy while solving customer concerns
Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, inbound and outbound phone support
Work on both phone and ticket-based cases, if relevant, and resolve escalations
May perform root cause analysis and present findings
Highlight common ticket types / issues to Team Lead

Requirements

FOR INTERNALS: At least 6 months of experience in retail, hospitality, or customer service in-person or contact center environment
FOR EXTERNALS: At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Comfortable operating in multiple modalities

Nice-to-haves

At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
Relationship management
Deescalation/conflict management
Proactive support

Benefits

Eligible to participate in Uber's bonus program
Various benefits

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