Safety Investigations Specialist II

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!

About the Role

 

IRT Urgent Team handles safety incidents reported by all users of the Uber platform, either consumer or earner. We investigate by reviewing the users’ accounts, calling both reporting and reported-against parties, and making recommendations based on the information we’ve gathered. We receive mild to moderate safety reports such as verbal and physical altercations, accidents etc. 

  

Your Impact in Role

 

• 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 in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation

 

• Categorizes incidents / accidents with appropriate contact types for the Special Investigations Unit to further investigate

 

• Demonstrate excellent interpersonal skills and ability to establish trust

 

• Attend to the most critical and urgent IRT incidents (L3-L4)

 

• Make 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 in nature and may involve explicit photos and/or verbal statements

 

 

The Experience You'll Bring

 

Basic Qualifications

 

• At least 6 months of customer support experience handling sensitive issues
• Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
• Outstanding communication skills
• Experience using JIRA
• Experience in providing phone support (outbound calls)
• Detailed documentation experience

 

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