Safety Investigations Specialist I (German Speaker)

About the Role

As a Safety Investigations agent, you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution. Investigators will work closely with our internal customers - Communications, Trust & Safety, Insurance, and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations, and demands.

What You Will Do

• Respond to high volume, live queue of sensitive incident inbound cases. Mainly L1/L2, and part of L3/L4 urgent contacts
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge base and contact management systems
• S1+ under direct supervision, reviews incoming urgent and critical incidents and acts as a first responder in a reported incident
• Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform
• Appropriately support reporting parties, ask thorough questions in order to sufficiently understand the details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation
• Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.

• Proficiency in German and English is required!
• Customer support experience
• Availability to work in rotating shifts from Monday to Sunday (essential)
• Strong EQ, emotional regulation, strong written and verbal communication, problem-solving, critical thinking
• Strong sense of responsibility, demonstrating reliability, integrity, and a commitment to maintaining high standards of professionalism in all aspects of work.
• Safety experience
• Executional excellence
• Crisis center, law enforcement or social work experience.