Once drivers are proficient with driving on the Uber platform, Perspective engages with them on a regular basis to ensure that they’re making the most of the flexible driving opportunity. Perspective aims to improve driver earnings per hour, supply hours, feel a connection with Uber, and ultimately, choose to remain driving with Uber.
In the program, CommOps and Ops collaborate closely to understand and tackle driver partners’ most important priorities through specialized and dedicated Perspective account managers.
Perspective account managers provide one-on-one personalized concierge experience where drivers are matched with an agent at various points in their driver lifecycle (e.g. early lifecycle, maturity, pre-churn) and agents contact drivers proactively to provide customized coaching and recommendations!
Tasks
What You'll Do
- Develop and manage Driver relationships through outbound trigger-based calling
- Take ownership of handling multiple driver accounts
- Provide customized coaching and recommendations to your driver partners
- Deliver against multiple KPIs, per market priorities: GBs, engagement, cancellation rate, etc.
- Act as a voice of the customer gathering insights at every opportunity
Requirements
Who you are
- Incredibly empathetic and understanding of both riders and driver partners alike. You will be a powerful advocate for Uber’s users and are obsessed with the community experience.
- Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
- Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and supervising the results.
- The ultimate panelist. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to drivers, explaining the importance of certain complicated metrics, or responding to support issues over the phone
- You love Uber. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
- You can move quickly with care. You embrace change and can absorb new information with ease.
- You are a churn buster. You are quick to recognise a churn risk and turn it into an opportunity to re engage.
Skills needed
- An Owner: Proactive, passionate and hard-working, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small on your own.
- Knowledge Champion: Strong understanding and knowledge of driver support, keeping up to date with updates, ongoing initiatives.
- Exceptional communication skills: Effective communicator, verbal & written.
- Detail Oriented: Shown ability to multi-task and follow through while paying strict attention to detail.
- Naturally Curious: Coach-ability, open to incorporating feedback, and dedication to improvement of your craft.
- Excellent Teammate: You collaborate internally or across functional/regional areas to get the best possible outcome riders.
- Positive: An infectiously positive attitude and drive to win; hustle with determination.
- Passionate: A genuine passion for Uber and exceptional customer experiences.
- Problem Solver: use discretion and understanding of local nuance and the driver experience to make on-the-spot decisions in how to the best support drivers
Bonus points:
- Experience in sales and/or retention.
- Contact center experience
- Cold calling experience
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.