Opportunity Expired
Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
Demonstrate awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
In-depth knowledge of and enthusiasm for social media Expertise and interest in social media best practices and a willingness to innovate
Familiarity with Google Drive, especially Google Spreadsheet and Google Docs Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
Flexible hours and ability to work mornings, evenings, and weekends to cover hours of operation as needed.
Social Media - Ticket Handling, RCA, deep dives.
Communicate with high profile riders and influencers on social media and represent Uber's support spirit
Have the ability to handle safety-related escalations on social media with empathy and presence of mind while working with relevant teams internally to get them resolved on time
Help in improving processes and never shy away if you have to build a new process. We always optimize for a better customer experience
Identify patterns and help in making the support systems better as we scale
Should have intermediate knowledge on Excel/Word/Slide to extract data, frame basic models, and represent it on documents/slides
Understand post virality, have the ability to monitor and control it
Be able to report viral post trends so internal teams can take the right action in a timely manner
Monitor the social media handles of Uber, which are essentially Twitter and Facebook with a dash of Instagram as well
Have the expertise to communicate with celebrities who raise support tickets on social media (CEOs, actors, sports personalities, journalists, writers, etc)
Insight generation and Creative Responses
Should be able to relate support opportunities with Uber's business needs and hence identify process/policy insights from BAU activities
Positive Engagement: Must be able to write positive appreciation-worth responses on social media to transform the negative experiences into a positive one.
Killer Response: Should be able to identify opportunities where we can write virality-worthy responses which get social media traction. This in turn leads to positive brand sentiments.
Delighter Program: Should be inclined to engage with the Rider/drivers on Social, ideate a delighter and execute it end to end for creating positive stories on social media.
Understanding Social Media platforms and metrics