About the Team – Community Operations & Incident Response Team (IRT)
Community Operations is at the heart of our #BuildWithHeart approach at Uber. We work with customers, earners, and partners at enormous scale, helping operationalize every new and existing product and idea across the company.
The IRT handles safety incidents reported by all users of the Uber platform, both consumers and earners. We investigate by reviewing user accounts, contacting all involved parties, and making recommendations based on the information gathered. We typically handle mild to moderate safety reports such as verbal and physical altercations, and accidents.
About the Role – Safety Investigation Specialist II
As a Safety Investigation Specialist II in the IRT Urgent Team, you will act as a first responder to urgent and critical safety incidents on the platform. You’ll balance empathetic, high-quality customer support with rigorous investigation standards, while working within tight service level agreements (SLAs) and collaborating closely with specialized safety teams.
What You’ll Do
Working Hours
Community Operations is at the heart of our #BuildWithHeart approach at Uber. We work with customers, earners, and partners at enormous scale, helping operationalize every new and existing product and idea across the company.
The IRT handles safety incidents reported by all users of the Uber platform, both consumers and earners. We investigate by reviewing user accounts, contacting all involved parties, and making recommendations based on the information gathered. We typically handle mild to moderate safety reports such as verbal and physical altercations, and accidents.
About the Role – Safety Investigation Specialist II
As a Safety Investigation Specialist II in the IRT Urgent Team, you will act as a first responder to urgent and critical safety incidents on the platform. You’ll balance empathetic, high-quality customer support with rigorous investigation standards, while working within tight service level agreements (SLAs) and collaborating closely with specialized safety teams.
What You’ll Do
- Under supervision, review incoming urgent and critical incidents and act as a first responder in reported incidents.
- Report and document issues with reporting parties using various platforms (e.g., email, chat, phone).
- Master multiple knowledge bases and contact management systems to handle complex cases efficiently.
- Respond to drivers, riders, claimants, third parties, and internal stakeholders on incidents/accidents that occur in connection with the Uber platform.
- Appropriately support reporting parties, ask thorough questions to fully understand incident details, build an empathetic relationship, and ensure meticulous documentation of every interaction.
- Categorize incidents/accidents with appropriate contact types for the team or other relevant teams to further investigate.
- Demonstrate excellent interpersonal skills and the ability to establish trust with users in sensitive situations.
- Attend to the most critical and urgent IRT incidents (L3–L4), following established safety and escalation protocols.
- Conduct detailed investigations using various support platforms to develop case details, analyze evidence, and take actions aligned with process and policy.
- 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.
Working Hours
- Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on the business needs)
- Total 40 hours a week, 5 days, 8 working hours every day
- Willingness to work during public holidays, rotating shifts and rotating weekend offs
The Experience You'll Bring
- Customer support / service experience
- Native Cantonese and business level English
- Problem-solving and critical thinking with detail-oriented
- Strong stakeholder management and communication skills (both written & verbal)
- Strong customer obsession attitude with evidence of taking independent and appropriate decision for the customer
- Applicants must be authorized to work in Hong Kong without visa sponsorship