About the Role
The Community Operations at Uber is responsible for delivering world-class customer support to riders and drivers. 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. Please note Uber has a Hybrid Work Model.
What You'll Do:
- Handle Safety Interactions
- Work on critical safety incidents reported by riders and driver-partners - own resolution of any safety ticket, make detailed investigations, using various support platforms (email, phone, etc.) to develop case details, analyze evidence, and take actions according to the process
- Handle a high volume, live queue of sensitive incidents and accidents that are urgent and critical in nature
- Document the cases according to internal procedures
- Prioritize cases according to SLA requirements and safety taxonomy
- Handle critical Safety issues that are raised through Social Media or any other channels
- Demonstrate excellent interpersonal skills and ability to establish trust
- Strong understanding and knowledge of your LOB, staying up to date with changes, roll-outs and ongoing initiatives
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What You'll Need:
- Romanian language: C2 level
- English language C1 level
- Exceptional communication skills: Effective communicator, verbal & written.
- Detail Oriented: Proven ability to multi-task and follow through while paying strict attention to detail.
- Naturally Curious: Coachability, open to incorporating feedback, and dedication to improvement of your craft.
- Excellent Team player:You collaborate internally or across functional/regional areas to get the best possible outcome partners/councils.
- An Owner: Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
- Passionate: A genuine passion for Uber and exceptional customer support experiences.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.