Safety Investigations Specialist I

About The Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as report accurate data and insights to improve safety for all of Uber's customers.

What You Will Do

• Respond to high volume, live queue of sensitive incident inbound cases and/or outbound queues Report & document issues with reporting parties using various platforms Master multiple knowledge bases and contact management systems
• Triage Focus: Attend the most critical and urgent IRT incidents (L3-L4), taking the first measures according to the process, to pass the case to the team of investigators, so that the investigation is finalized.
• Investigations Focus (Incidents, accidents and citations): Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations
  
  

What You Will Need

• At least 6 months of customer support experience handling sensitive issues Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
• At least 1 year of crisis center, law enforcement, or social work experience
  
  

Competencies

• Communication skills
• Customer Centricity
• Executional Excellence
• Problem Solving
• Stakeholder Management
• Teamwork