**About the Role**

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, our business development team focuses on revenue generating activity.

In your role, you will help champion Uber as a platform to new drivers - encouraging them to drive with Uber and take their first trips with us and supporting them throughout their lifecycle. You will also spend 20-30% of your time working closely with the management team to drive quality, process improvements and customer insights generation.

**What the Candidate Will Do**

01. **Proactive Driver Support (70-80% of the time):**
02. Develop and manage Driver relationships through outbound trigger-based calling
03. Take ownership of managing multiple driver accounts
04. Provide customised coaching and recommendations to your driver partners
05. Deliver against multiple KPIs, per market priorities: GBs, engagement, cancellation rate, etc.
06. Act as a voice of the customer capturing insights at every opportunity
07. **Knowledge & Process Improvement Champion:**
08. Strong understanding and knowledge of the Netherlands market, keeping up to date with updates, ongoing initiatives.
09. Reviewing insights and escalations raised by the team and working with the relevant stakeholders through to resolution.
10. Identify opportunities for continuous improvement for your area of expertise along with developing & optimising new processes and tools.
11. Liaise with team leaders/stakeholders to identify trends, pain points and seek effective resolutions for your LOB.
12. Work cross functionally and share best practice
13. **Quality Assurance:**
14. Conduct quality reviews and identify opportunities to increase customer satisfaction
15. Promote the “Voice of the Customer” through ensuring outstanding support by performing root cause analysis and leading workshops/projects to identify issues/solutions and assist our business to reach a world-class customer support experience
16. Completing deep-dives to identify trends & insights to capture the Voice of the Customer & ensure consistent feedback to your manager & stakeholders.
17. **New Hire Mentor**
18. Assisting with the on-boarding of new hires by Liaising with Learning & Development team to ensure accurate & relevant training materials along with supporting new hires throughout nesting & ramp up period.

**Basic Qualifications**

1. Sales and account management experience in a contact center environment
2. Fluent in Dutch
3. Strong English competency

**Preferred Qualifications**

1. Effective communicator, verbal & written.
2. Naturally Curious: Coachability, open to incorporating feedback, and dedication to improvement of your craft.
3. Excellent Team player & Mentor: You actively support your peers, collaborate cross-functionally, and possess a passion for mentoring new hires and sharing best practices
4. An Owner: Passionate and self-driven, you are deeply committed to taking operations to the next level and rise to the occasion to solve problems, big and small
5. Passionate: A genuine passion for Uber and exceptional customer support experiences
6. Problem Solver: Ability to evaluate information or situations & break them down into their key components. Apply strategic & critical thinking to consider various approaches & creative solutions to complex problems.

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 [accommodations@uber.com](mailto:accommodations@uber.com).