+INTRO OF COMMUNITY OPERATION+
Troy Stevenson - head of comsops
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History of support at UBER
- From 0-40,000 in five year
= > In the beginning, CommOps didn't exist and there were no community specialists.
2014-2015=> Community managers began hiring WFH CSR to resolve customer issues.
2016-2020
They began third  party organization call BPO
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++Future of CommOps++
+> Issue-free experiences
+> Intuitive  self-help for customer
+> Proactive supports3
+> Personalized support
+> Deep customer in sigherscool
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customer obsession
our  approach customer
about customer
core of cultural

Square- Drivers, Delivery People & Carriers
Circle- Riders & Consumer/ Mind
Triangle- Business
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++WORK FLOW++
=> Recognize the issue -understand the customer's issue and use our system & investigation tools to determine the root cause.
=> Research the policy - Use Uber's knowledge base for solving logic & policies & procedures.
=> Respond with the correct action - Select correction
=>  Resolve the issue in the right way
=> Reflect on the learn from the experience
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++WRAP UP++
** MINDEST**
**SKILLSET**
**WORKFLOW**
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++INTRODUCTION TO COEs (center of  excellent)++
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++Contact Management Tools++
1. Bliss
2. Salesforce (knowledge  base)
***The contact type is a customer issue.***