Critical Trust & Safety Response Agent

About the Role

As a Trust and Safety Specialist within the Phoenix Center of Excellence (201 E. Washington St., Phoenix, AZ), you will work with a high level of urgency - utilizing strong emotional intelligence as a first responder for our most critical incidents. Investigators will need to balance emotional self-regulation with empathy in all communications, while also coordinating case creation through fact gathering via phone outreach. Careful attention to following support logic and skilled case organization/documentation will be a vital part of the role.

This is a hybrid role requiring you to be on-site at our Phoenix Center of Excellence office approximately 60% of your scheduled shifts.

What You'll Do

• Handle a high volume caseload of urgent and critical incident types, to include real-time emergencies that may be ongoing
• Urgent cases handled include sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
• Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
• Maintain excellent interpersonal skills and professionalism while delivering best-in-class customer service
• Receive feedback for continuous case creation improvement while building and maintaining relationships with our Trust & Safety Investigations Team
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high-severity safety concerns
• Represent our team with professionalism and subject matter expertise when shadowed by visitors from Uber HQ, as well as new trainees
• Learn and master multiple knowledge base and contact management systems
• Ability to pivot to lean in and support incubations of new products or new lines of business, subject to business need

• At least 6 months of customer support experience handling sensitive issues

• Minimum 1 year of urgent customer service support or relevant prior experience handling urgent and high-priority issues, such as accidents, safety concerns, issue remediation, and/or insurance loss, or 1 year of Uber experience
• Willingness to work weekends, holidays, and outside a standard 8 to 5 shift
• Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
• Pursuing a degree in Criminal Justice, Business, or Communications
• Experience in Law Enforcement, Claims Liability, HR
• Experience with Crisis Management or Sensitivity Training
• Experience in interviewing or debriefing critical incidents, either in-person or over the phone
• Ability to troubleshoot problems and find speedy resolutions in high-pressure situations
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Commitment to excellence in behavior, performance, and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Comfort with holistic change in everything we do - we're the fastest growing startup of all time for a reason, things change here often
• Strong written and verbal communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members
• Experience in interviewing or debriefing critical incidents, either in-person or over the phone
• Solid computer and time management skills
• Must work well in a team environment