About the Role

Our mission is to ensure all Uber users have a seamless customer care experience, while also protecting Uber's reputation. To do this, we are building a new team called the Social Brand Reputation Team in Brazil. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT) but will be closely tied to Regional Marketing and Crisis Communications.

They will live and breathe social media, with two main objectives:

• Provide white glove attention for viral and influencer posts, working closely with cross-functional customer-care-centric teams
• Work with Comms and Marketing to serve as the frontline team for issues surfacing on social Media.

This role requires a person who is a multifaceted, fast thinker who can spot potential problems before they become a major brand risk. You should bring a passion for customer care, influencer management, and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for the influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics. We are looking for someone who is always looking to improve efficiency and tackle problems that arise in this high-change environment.

This role will work directly with the regional team in Brazil, so you will work with key stakeholders across all Community Operations workstreams.

What you'll do

• Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via Uber's social media tool, Sprinklr, as well as occasionally natively monitoring platforms
• Understand the full spectrum of Uber customer care policies and processes
• Liaison with Regional Marketing and Comms on replies to influencer and viral posts
• Bring an elevated lens of Marketing/Comms to Uber's customer care world
• Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc.
• Work with stakeholders and varied policies in Brazil

Basic Qualifications

• Minimum of 2 years of prior work experience, preferably in social media, community management, or a related field.
• Advanced/Fluent speaking and writing skills in English and Portuguese.
• Ability to thrive in an ambiguous and flexible work environment
• Proficient stakeholder management skills
• Customer care operations experience
• Strong communicator (both verbal and written); creative copywriting skills
• Customer focus, empathy, and business acumen to understand the customers' needs and generate engaging conversations on social media.
• Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
• Highly organized and able to multitask, while maintaining clear and proactive flow of communication
• Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linked In, Instagram, Tik Tok, Reddit, You Tube)
• Ability to de-escalate, shift, and approach negative engagements to turn them into positive outcomes for our users.

Preferred Qualifications

• Bachelor's degree, preferably in Communications, Social Media or Public Relations.
• Experience working in a Social Media listening tool and managing cases within.
• Advanced/Fluent speaking and writing skills in Spanish