Safety Investigations Specialist II

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, taking decisive action to secure accounts, and reporting accurate data and insights to improve safety for all of Uber's customers.

What You Will Do

• Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident.
• Report & document issues with reporting parties using various platforms.
• Master multiple knowledge bases and contact management systems.
• Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents/accidents that occur in connection with the Uber platform.
• Appropriately supports reporting parties, asks thorough questions to understand the details of the incident sufficiently, establishes an empathetic relationship, and ensures thorough documentation of the conversation.
• Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to investigate further.
• Demonstrate excellent interpersonal skills and ability to establish trust
• Conduct detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process.
• Manage a high-volume, live queue of sensitive incidents and accidents that are often urgent or critical and may involve explicit photos and/or verbal statements.

Basic Qualifications

• 1 year of experience in customer service, quality assurance, compliance, banking, insurance, fraud, consulting, or regulated areas.
• Continuous improvement mindset.
• Detail-oriented with the ability to thrive at a fast-moving pace.
• Ability to work independently, meet deadlines, and deliver high-quality work.
• Experience with Google Workspace.
• English skills [C1+].

Preferred Qualifications

• Experience presenting information and facilitating meetings.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].