Safety Investigation Specialist I - German Speaker

About the role and team

This role is central to maintaining Stand for Safety across the Uber platform, supporting both Uber Rides and Uber Eats. You will be on the critical front line, rapidly triaging and responding to urgent user incidents that require immediate, empathetic resolution. The core challenge is making swift, accurate decisions under extreme pressure and often with incomplete information, directly translating to platform trust and user safety. The pace here is relentless; you manage a high-volume, live queue of sensitive situations, navigating complex internal policies that sometimes conflict with an urgent need for human empathy. Success requires remarkable emotional regulation, crystal-clear communication in German, and the grit to follow through on difficult, ambiguous cases. This intense experience is where you accelerate your expertise in critical incident response at a global scale.

What you'll do

• Execute rapid and empathetic resolution for a high-volume, live queue of sensitive incidents, including urgent L3/L4 cases involving potential major safety concerns.
• Conduct objective, trauma-informed interviews with reporting parties (riders, drivers, eaters, couriers, etc.) via phone and electronic platforms to gather all necessary evidence.
• Master complex internal tools and knowledge bases across multiple business lines (Uber Rides, Uber Eats) to ensure policy-compliant and accurate case resolution in real-time.
• Prioritize incoming critical incident reports, acting as a first responder to secure initial documentation and accurately triage the case to the specialized investigations unit.
• Collaborate seamlessly with cross-functional internal stakeholders-including Trust & Safety, Legal, and Insurance teams-to coordinate time-sensitive information flow and expedite case resolution.
• Maintain impeccable documentation and reporting on all casework to ensure an auditable trail, flagging inconsistencies or policy gaps for continuous process and logic improvement.

• Demonstrate fluent communication proficiency (C2 level) in German, both written and spoken, required for supporting the German-speaking market.
• Possess professional working proficiency (C1 level) in English, both written and spoken, for technical learning and internal documentation.
• Hold proven professional experience (minimum 6 months) in a high-volume, performance-driven customer support or investigations role.
• Prove capability to consistently adhere to a required rotating shift schedule that includes weekends (Monday through Sunday).

• Experience working directly in a high-pressure crisis center, law enforcement, social work, or a high-pressure dispatch environment.
• Demonstrated proficiency in interpreting complex policies and accurately applying logic in highly ambiguous or sensitive case scenarios.
• Track record of identifying and proposing continuous process improvements (minimum 2 implemented suggestions) within a high-volume operational setting.