Safety Investigations Specialist I

About the Role

At Uber, providing outstanding support that establishes trust for riders, drivers, eaters, delivery and restaurant partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the smartest, most efficient way.

As a Safety Lens Specialist, you will play a critical role in upholding safety standards across Uber's UK courier platform by conducting detailed investigations into real-time identification (HRTID) and substitute registration cases. Your work ensures that only verified individuals are operating on the platform, reducing risks related to account sharing, fraud, and platform misuse.

You'll be reviewing escalations involving complex safety checks, appeals, and edge cases - such as submissions involving minors or potential misuse of identity verification tools - and making well-reasoned decisions that support Uber's global safety goals.

1. Review HRTID submissions for UK courier accounts that use substitutes, ensuring accuracy in match verification between the account holder and registered substitutes.
2. Identify cases of fraudulent submissions, misuse of identity, or unsafe platform use, including but not limited to:
3. Photos of photos, Edited or altered images, Use of face masks or cutouts and Presence of minors in the photo submission
4. Review HRTID submissions that appear to include minors, assessing for potential safety policy violations or identity concerns.

1. Investigate and resolve escalated HRTID appeals, especially those where the courier disputes the initial safety decision or asserts they are not using a substitute.
2. Ensure escalations are reviewed and actioned within the 24-hour SLA, maintaining Uber's service reliability and trust.

1. Handle appeals involving URS (Unusual Registration Submissions) and BLS (Bounce/Long Submission) thresholds.
2. Determine whether account access restrictions were applied appropriately and if exceptions are warranted.

1. Participate in manual review processes when Mutombo (Uber's in-house facial recognition tool) cannot confidently match a courier's selfie to their profile photo.
2. Provide expert input to verify the accuracy of Mutombo's automated decisions.

1. Participate in offline audits to evaluate the accuracy of automated systems.
2. Provide insights and feedback that help improve tools, policies, and investigation workflows.

1. Safety lens training
2. Bachelor's degree or college experience preferred
3. Experience in Safety, Risk, Fraud, Compliance, or a similar investigations-based role.
4. Previous experience in high-volume case reviews or escalations.
5. Knowledge of biometric tools or facial verification technology is a strong plus.

1. Have outstanding organizational skills, high integrity, and follow through on every detail.
2. Feel comfortable reviewing sensitive content, including identity documents and user-submitted images.
3. Are an excellent communicator who can strike the right tone, especially when explaining complex or difficult outcomes.
4. Adapt quickly to change, absorb new processes easily, and enjoy working in a dynamic, evolving environment.
5. Support experience in a high-volume environment
6. Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
7. Dedication to excellence in behavior, performance and work product
8. Ability to adjust and adapt in a dynamic work environment
9. High proficiency using computers (typing, quickly navigating between various tools)
10. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries
11. Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
12. Work time will be shift based totalling 40 hours per week
13. Weekend and weekly evening shifts are required