With little warning, Uber notified about 80 customer support workers in its Downtown L.A. office that it was offshoring their jobs to an office in Manila.
Uber has closed a customer support office in downtown Los Angeles, laying off about 80 employees, The Times has learned. Without advance notice, staffers were informed Thursday their jobs would be offshored to a large customer support office the company maintains in Manila, according to sources who asked to remain anonymous for fear of losing severance.
In a recording the Times obtained, Uber manager Ruffin Chevaleau acknowledged that the meeting was called on short notice before delivering the news.
“We have decided to close the downtown L.A. office and we will be moving the outreach and innovation work to our Manila C.O.E., where we can continue to support the business as it grows,” she said, using an abbreviation that means Center of Excellence, the in-house term for customer support hubs. “I know that this is a shock. This meeting is to inform you all that today is the last day in this office.”
The employees were mostly customer support staffers who were paid hourly and focused on driver outreach, with tasks such as processing documents, resolving account issues and explaining incentives and promotions. (Uber considers both drivers and riders its “customers” and supports them out of the same department.) Chevaleau told the workers they would receive severance packages and could apply for jobs within Uber and meet with a recruiter. She said the company would also cover relocation for those who found jobs in other Uber offices.