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Inside the Place Where Uber Tries to Make Nice With Its Drivers

The laundry list of problems with Uber continues to pile up by the day.

Executives are dropping like flies. Former attorney general Eric Holder is investigating the company’s alleged culture of sexual harassment. Uber CEO Travis Kalanick was caught on camera two months ago arguing with a driver over falling fares and later issued an apology.

And that’s just scratching the surface of the issues the company has dealt with this year. In short: It’s not just a public relations problem. It’s a crisis.

Inside the Place Where Uber Tries to Make Nice With its Drivers

“This is the size and scale of a company that I would say normally takes 30-40 years to develop,” Janelle Sallenave, Uber’s head of customer support for North America, told NBC News. “And we’ve done it in six. And what that means is we haven’t necessarily had the time to sit back and reflect.”

Inside a ‘Greenlight Hub’

One of the points Uber has been doubling down on in recent months is investing in the driver experience.

Sallenave took NBC News on an exclusive tour inside Uber’s newly revamped driver hub in Long Island City, located just a few miles from Manhattan.

The 30,000 square foot facility, which Uber calls a “Greenlight Hub,” is one of more than 650 locations around the world positioned to help drivers with everything from the onboarding process and learning about the app, to taking classes on how to properly install a car seat or improve their ratings.

Drivers sign in on iPads, then grab a coffee and wait less than 15 minutes before a support professional assists them.

The hub in Long Island City serves an average of 800 drivers on any given day, Sallenave said. Worldwide, she said Uber will do 20 million driver service interactions this year.

“We have been spending a lot of time over the past few months talking about the driver experience. Are we thinking about our support policies the right way? Are we responding fast enough? Are we getting the right staff in the right place?” Sallenave said. “This is the kind of stuff day in and day out that we are just obsessed about because we want to be a world class support organization for our drivers and our riders.”

But with falling fare prices, complaints about the mapping system and competitors sweetening incentives for new drivers, why would anyone want to drive for Uber? Lyft, Uber’s biggest competitor, also has driver hubs in some of its busiest cities.

“We simply have the volume so that you can stay busy. You can be driving when you want to drive in the places that you want to drive. I think we also have a very strong commitment to working with our drivers to support them,” Sallenave said.

When several drivers visited a hub recently to ask about confusing pay statements and earnings going to an unrecognizable account, Uber’s green light hub team members were able to flag the problem to corporate’s fraud team that drivers had been hit by a phishing scam, Sallenave said.

“We are the human side of the technology,” she said. “We get to hear that feedback day in and day out from our drivers.”

Falling Prices, Growing Ridership

Perhaps one of the biggest complaints from drivers on Uber forums is falling trip prices. It’s also the reason why Uber driver Fawzi Kamel confronted Kalanick in that now infamous video.

Sallenave said the pricing issue boils down to “how do we make sure supply and demand is balanced?” She declined to share ridership numbers, but said Uber is “very much in an active growth mode.”

Of the reported 200,000 people who asked Uber to delete their accounts during the #DeleteUber movement in February, Sallenave said only a fraction completely left the platform.

“We’ve been tracking very carefully the number of re-ridership rates and many of those that initially requested for their account to be closed decided not to complete the process and so, actually remain to this day as active accounts,” she said. “And many of those continue to be used.”

In an exclusive interview with NBC News last month, Kamel said Uber doesn’t care if drivers are “not even making minimum wage.”

Sallenave said her approach is to work with drivers to help them hit their earnings target, making it “not about the trip, but the day, week.”

Getting Leadership Help

As for that video, Kalanick apologized in a blog post after it surfaced in late February, sharing that “this is the first time I’ve been willing to admit that I need leadership help and I intend to get it.”

That means hiring a chief executive officer, an experienced leader who can help lead Uber into the future. Uber is essentially looking for a Sheryl Sandberg.

They’re currently reviewing candidates. A company spokesperson said there’s no official timeline to share yet as to when Kalanick and the board may install a new second in command.

In the past few months, several Uber executives have left the company. Uber president Jeff Jones left after six months at the company, citing differences in beliefs. Brian McClendon, vice president of maps, followed shortly thereafter, returning to his home state of Kansas to explore politics.

Rachel Whetstone, Uber’s public relations executive, departed earlier this month. Sherif Marakby, vice president of global vehicle programs, left the company last week.

“The commitment and passion of our executive team has not changed,” Sallenave said. “A lot of the press in the last few months has, if nothing else, reinforced our commitment to be the best company we can be.”

That also means getting firsthand experience of what it’s like to be an Uber driver. Sallenave drives a few hours a week and so do many other employees, through an employee driving program.

It’s something she said they refer to internally as “dogfooding.”

“You can’t be customer obsessed and you can’t be truly focused on making the best driver experience if you don’t know in detail what that driver experience looks like,” she told NBC News.

Kalanick has been keeping a low profile since all hell broke loose at Uber. However, a company spokeswoman said the CEO still “regularly tags along when other employees go driving.”

“He mentioned in a staff meeting the other day that his driver’s license is actually suspended — not because anything happened, it just expired, so it’s on his to-do list to go down to the DMV,” Sallenave said. “I think there is a lot of interest for him and the whole executive team to be on the road.”

Alyssa Newcomb is an NBC News contributor who writes about business and technology.

Under fire, Uber doubles down on its investment in making sure drivers are happy.

Everything You Need to Know About Uber Greenlight Hub

Are you considering becoming a driver but want some information before you start?

Either way, if you’ve tried searching online for the information you’re looking for and haven’t had any luck, you’ll want to know about the Uber Greenlight Hub.

What Is an Uber Greenlight Hub?

In the past, one major complaint Uber drivers have had is that it’s very difficult to contact the company when they need assistance.

While the company has made many efforts over the past year to change that (including a call feature on the Uber app ), their most notable investment in improving driver support has been their Greenlight Hub.

What Uber Greenlight Hub offers drivers is an in-person opportunity for seeking help. The hope is that this kind of personal touch will alleviate some of the frustration often associated with the automated responses many Uber drivers would receive when looking for assistance.

Traditional employees have the opportunity to seek help in-person when they need it. Now, Uber is offering their drivers the same option.

How to find the greenlight hub? Fortunately, it’s fairly easy to find your local Greenlight Hub, provided Uber has one in your area (more on what to do if they don’t in a moment)

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How to Find the Greenlight Hub

Fortunately, it’s fairly easy to find your local Greenlight Hub, provided Uber has one in your area (more on what to do if they don’t in a moment).

Here are the simple steps to follow:

1. Go to Uber Help and choose “For Partners” from the menu on the left.

Everything You Need to Know About Uber Greenlight Hub – Choose “Select a City” from the menu in the upper corner and search for yours.

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2. Choose “Select a City” from the menu in the upper corner and search for yours.

Choose “Select a City” from the menu in the upper corner and search for yours.

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3. Enter “greenlight” into the search bar (you can also enter “in person help”).

Everything you need to know about Uber greenlight hub.

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4. A relevant article should show up in the drop-down – choose it.
Everything you need to know about Uber Greenlight Hub – Choose “Select a City” from the menu in the upper corner and search for yours.
5. That page will provide you with information about your local Uber Greenlight Hub.

help page for Uber Greenlight hub.

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Another easy way to find your city’s Uber Greenlight Hub is by entering “uber.com/drive/” into your address bar. Then, add the name of your city after that final backslash.

For example, if you were looking for your Uber Greenlight Hub in Minneapolis, you’d type: uber.com/drive/Minneapolis.

If a page shows up, scroll to where it says, “Contact Uber” and the location for your Uber Greenlight Hub should appear.

If one doesn’t exist, you’ll get the generic “Drive with Uber” page that has the sign-up form on the right.

3 Things You Can Do at an Uber Greenlight Hub

3 things you can do at an Uber Greenlight Hub.

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Now that you know what an Uber Greenlight HUB is and how to find one in your city, let’s talk about the different things you can do with this in-person help.

1. Apply to Drive

If you’ve been having trouble applying to drive for Uber online, don’t worry. The representatives at your local Uber Greenlight Hub will have no problem getting you signed up and out on the road.

This can also be extremely helpful if you have questions you want to be answered before deciding to take the plunge.

Chances are, the representative will have heard your question before and will be ready with an answer.

If you haven’t signed up for Ubet yet, but would like to start your application online please visit Uber’s Sign Up to Drive page.

2. Get Help with Your Documents

Having trouble downloading, uploading, or completing forms that Uber requires? Take them to a Greenlight Hub and you won’t have those problems anymore. They can help you fill them out and download/upload them for you.

Of course, if you rent your car through HyreCar , you will have the ability to upload your vehicle documents directly into your Uber driver account.

3. Ask Questions About Your Account

Sometimes, it can feel like your Uber account is cursed. For whatever reason, you can’t get it to do what you want.

Perhaps you’re having trouble getting paid or it seems like you’re invisible to passengers. Maybe your account has actually been deactivated and you want to know why.

Whatever the case, you’re just a trip to your Greenlight Hub away from finding out what’s going on.

As we mentioned earlier, the real benefit of what an Uber Greenlight Hub offers is that you can get answers from an actual human being.

Maybe you’re having trouble uploading necessary documents or you think you were given an unfair review. As helpful as Uber’s website attempts to be, these kinds of questions can sometimes lead to nothing but frustration.

If you have an Uber Greenlight Hub in or near your city, you’re just a drive away from “office hours” where you can ask as many questions as it takes to get the answers you need.

What If Your Location Does Not Have a Greenlight HUB?

What if your location does not have Greenlight Hub?

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You might be feeling a bit left out if you’ve discovered that your city doesn’t have its own Uber Greenlight Hub.

The good news is that, even if you don’t have an Uber Greenlight Hub nearby, you can contact the company a number of other ways to receive the help you need.

Download the Tally app and securely have all of your cards in one place, where their team will begin to analyze your accounts to help you minimize interest costs and help you save money and quickly pay down any debt you have.

1. The Uber App

The easiest place to seek help is probably on your Uber app, especially if it has to do with making changes to your account (e.g. adding a vehicle) or looking into your payment statements.

You can also use the app to “Report an Issue” after a problematic passenger.

2. Web Support

You can also go right to help.uber.com. Like the app, this is a good resource if you need general support.

However, you’ll also find in-depth information on a long list of topics, which includes:

  • Driver Payments
  • Requesting a Trip Fare Review
  • Technical Issues

3. Local Uber Driver Websites

Along with help.uber.com, the company also offers localized web pages specifically built for their driver-partners.

Most of the major cities Uber serves even have in-depth guides for drivers.

Here are some examples:

4. Phone Support

Uber’s phone support is very responsive, meaning most driver’s get their calls answered in fewer than two minutes. You can also get ahold of a representative 24 hours a day.

  • Go to your driver app.
  • Click on Account.
  • Click on Help.
  • Tap the blue-phone icon located at the top right of your screen.
  • Click Call Support.

You’ll also have the option of choosing between an English-, Spanish-, or French-speaking representative.

Start Taking Advantage of Uber Greenlight Hub Today

Start taking advantage of Uber greenlight hub today!

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Even if you’re a veteran Uber driver, you probably have some nagging questions. Maybe you just have a sneaking suspicion or two that there’s a way you could be making more money .

These are great reasons to visit your local Uber Greenlight Hub.

Just because you’re an independent contractor, that doesn’t mean you don’t have a powerful network at your disposal. What Uber Greenlight Hub provides is the kind of community that makes all the difference in other professions.

Are you a driver seeking questions or information from Uber? Learn everything about the new Uber Greenlight Hub and use it to your advantage.