Customer Escalation Specialist

About the Role

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience!

Your Impact in Role:

1. Solving difficult problems: Seek to understand the complexity of customer issues to proactively tackle these contacts effectively and efficiently.
2. Educating our customers for future: Play a meaningful role in proactively educating customers and provide alternative user experience support channels
3. Being customer centric: Be empathic to our customer's issues, and provide outstanding customer service to turn their negative experiences into positive ones.
4. Working collaboratively with others: Work closely with regional leadership and your team to tackle difficult issues and provide insights that improve the quality of Uber's customer support to drive a culture of learning and continuous improvement within the company.

The Experience You'll Bring:

1. Comprehension skills: Excellent comprehension skills (active listening and reading), and ability to fully understand the issue and identify its root cause.
2. Communication skills: Excellent communication skills (speaking and writing) to confidently and spontaneously address all issues with clear and direct communication, across different audiences and modalities (like chat, email, phone).
3. Problem solving skills: Ability to break down sophisticated problems, offer well thought-out recommendations and push problems to resolution.
4. Work experience in customer service: Experience handling customer queries in a dynamic, constantly evolving environment.

Working Hours:

• Weekends & holiday work required
• 7am - 3pm OR 11am - 7pm hours

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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.

Client-provided location(s): Sydney, Australia

Job ID: Uber-151293

Employment Type: FULL_TIME

Posted: 2025-12-04T00:25:22