About the role and team
Community Operations at Uber is where real people solve real problems in real time. As part of the Safety Investigations team, you are a critical responder during a user’s most difficult moments. You will provide fast, empathetic support to riders, drivers, and couriers, navigating high-stakes situations where the answers aren't always clear and the emotional weight is high. This role is about more than processing tickets; it’s about making decisive calls to secure our platform and protect our community.
The environment is intense, fast-paced, and requires a steady hand. You’ll be tasked with uncovering the truth in messy, complex incidents—often dealing with conflicting statements and high-pressure timelines. We aren’t looking for someone to provide a "polished" service, but someone who can stay calm, exercise sound judgment, and act with both urgency and care. If you are resilient, detail-oriented, and motivated by the responsibility of maintaining safety at a global scale, this is where you’ll grow.
Must be eligible to work in the US, no visa sponsorships available. Must be located in Phoenix, AZ. Must be flexible and available to work nights and weekends.
What you’ll do
- Navigate a high-volume caseload of urgent and critical incidents, investigating everything from accidents to sensitive safety reports with precision.
- Conduct deep-dive investigations by analyzing evidence and interviewing involved parties—including witnesses, insurance partners, and law enforcement—to reconstruct events accurately.
- Adjudicate driver and rider status on the platform, making the hard calls on account access based on established safety guidelines and evidence.
- Master multiple complex knowledge bases and technical tools (like Query Builder) to document cases and manage communications across email, chat, and phone.
- Collaborate with internal stakeholders, including Account Executives for business-related incidents and legal teams for attorney-involved matters.
- Triage and resolve complex payment issues or case creation improvements, ensuring that safety incidents are tracked correctly from the first point of contact.
- Identify patterns in safety data and provide actionable recommendations to stakeholders to prevent future incidents and improve the overall platform experience.
Basic Qualifications
- Minimum 6 months of urgent customer support experience interviewing both parties to an incident (in-person or over the phone).
- Strong EQ, emotional regulation, communication, problem-solving, critical thinking.
- De-escalation, case management, stakeholder management, program management.
Preferred Qualifications
- At least 1 year of experience in a crisis center, law enforcement, or social work environment.
- Experience in stakeholder management and navigating cross-functional team dynamics.
- Ability to handle high-volume, unstructured problems with a focus on accuracy and speed.
- Demonstrated experience in project management or process improvement within a support environment.
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD $30.60 per hour.
You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.