Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Amsterdam

Description

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 600 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.
At Uber, providing world class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.
 
We’re looking for an all-star content manager to be an invaluable member of our EMEA Content & Knowledge Management function within the Community Operations (customer support) organization. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it’s imperative that our support content channels and tools infrastructure is robust, up to date, and optimized for customer and CSR usage.
 
Our support documentation is at the core of this - it has to be constantly up to date, easily readable by thousands of people across multiple countries and easily updateable by hundreds of people across many languages. Uber has amassed a veritable treasure trove of Community Operations documentation, including support processes and logic.
 
We are looking for a rockstar Content Manager who is going to be in charge of creating awesome support content for support agents. You will be contributing to the learning and development of the EMEA team supporting millions of trips around the world.


WHAT YOU’LL DO
 
You’ll be tasked with contributing to defining the Uber support content strategy for EMEA, and creating support content in an innovative and scalable way at one of the fastest growing and changing companies in the world. You’re prepared to:
 
Lead Content creation and maintenance strategy in EMEA, in coordination with the EMEA CommOps Central team, and the content specialists in the Support Sites
Create support content (policies and processes) easily readable and understandable by both experienced and newer agents servicing our customers
Write empathetic, clear and to-the-point responses for our customers, as well as efficient and straightforward self-service online documentation
Manage the creation, review and localization of the self-service content available to our customers in the help sections of the app and the website
Coordinate translation processes with local content experts in the EMEA markets, as well as translation agencies, while making sure that the content reflects our culture and tone
Work closely with global and regional content experts, coordinate the roll-out of new content, and act as the contact point to all content changes happening at the regional level
Coordinate change and update requests coming from local content experts in the EMEA markets, be proactive in communicating updates and changes, and work closely with them to keep the content up-to-date
Participate to the overall efforts aiming at improving the global content management tools, and be proactive in providing feedback
 
WHAT YOU’LL NEED
 
The ideal candidate will check the following boxes:
Experience - 2+ years - and expertise in creating and maintaining content and working with content management systems
Excellent writing skills - experience in copywriting is a plus - concise, structured and packed with personality. Ability to write logical and easy-to-follow process steps
Data-driven decision making mentality and sound business judgment through strong analytical thinking
An eye for effective UX / UI
Literate in SQL and Excel or another data management tool is a plus
Startup, all-hands-on-deck approach
Experience managing a (remote) team is also a plus


WHO YOU ARE
 
A builder - Creating scalable content, with help from SMEs & curriculum leads, is a piece-of-cake.
Tech Savvy - You are comfortable learning new systems and have experience in building and creating eLearning across multiple tools
A self starter - You’re ready for the autonomy that comes with building a new process at Uber.
A team player - You aren’t scared to collaborate across function or

About the company

Uber Technologies Inc. is an American international transportation network company headquartered in San Francisco, California. The company develops, markets and operates the Uber mobile app, which allows consumers with smartphones to submit a trip request which is then routed to Uber drivers who use their own cars. By May 28, 2015, the service was available in 58 countries and 300 cities worldwide. Since Uber's launch, several other companies have copied its business model, a trend that has come to be referred to as "Uberification".

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