Merchant Retention Specialist - Outbound

About the Role

At Uber, we believe that providing the highest quality support is a core feature of our product experience. Our Merchant Support team helps restaurants using the Uber Eats platform by resolving issues, answering questions, and delivering solutions with care and creativity. They're dedicated to finding innovative ways to assist, solve challenges, and enhance future interactions.

• Resolve customer contacts through various support modalities including inbound and outbound calls, email, chat, and tickets

• Complete proactive outreach via phone and email to support Merchants

• Investigate case details to determine the root cause of issues

• Learn and master multiple applications and resources including contact management systems and knowledge bases

• Communicate quickly and effectively to internal and external stakeholders

• Triage and escalate urgent issues in order to drive them to resolution

• Complete thorough documentation and notation on customer contacts

• Provide feedback to leadership and program teams regarding processes and trends

• 6 months minimum experience in retail, hospitality, or customer service in-person or contact center environment

• Proficient in Google Suite Tools

• Comfortable operating in multiple modalities

• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways

• Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods

• Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another

• Strategic problem solving - You can leverage multiple resources to inform and support critical decisions

• Excellent organization - You effectively prioritize work to target the highest-impact issues first

• Optimism - You are motivated by a challenge, and you approach problems with a positive attitude

• Ability to remain calm under pressure - You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations

• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

• High flexibility - When the only constant is change, you're ready to roll with the punches

• Bachelor's Degree in Business, Communications, English, or Journalism

For Chicago, IL-based roles:
The base hourly rate amount for this role is USD $23.80 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link

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-