Critical Trust & Safety Response Agent

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 Need / Bonus Points

What the Candidate Will Do

• 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 Special Investigations Unit to further investigate
• Demonstrate excellent interpersonal skills and ability to establish trust

• 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
• Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
• Involves triaging, waitlisting and assigning cases to investigators

• making 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

• Provides support to the agents in the attention of cases, monitors the queue and assignment of cases, provides communications to the team about updates, refresh or training to the team, follows up on line projects.

• At least 6 months of customer support experience handling sensitive issues
• Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills

• At least 1 year of crisis center, law enforcement, or social work experience