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 the Candidate 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, 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, 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
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Basic Requirements
- English proficiency (B2+)
- At least 6 months of customer support experience handling sensitive issues
- Ability to work under pressure, problem solving and critical thinking skills
- Good communication and attention to detail
- Professionalism and emotional regulation to deal with urgent issues
- Schedule Flexibility. This is a 24/7 Operation
Preferred Qualifications
- Enhanced communication skills with Stakeholders and Senior leaderhsip
- Customer Centricity
- Executional Excellence
- Problem Solving
- Stakeholder Management
- Team work
- Criminology or previous experience in investigations team handling urgent cases is a plus
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 accommodations@uber.com.