Safety Investigations Specialist II

About the Role

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. 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.

What You'll Do

1. Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
2. Report & document issues with reporting parties using various platforms
3. Master multiple knowledge bases and contact management systems
4. Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
5. Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
6. Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
7. Demonstrate excellent interpersonal skills and ability to establish trust

Investigation Focus: Attend to the most critical and urgent IRT incidents (L3-L4)

1. making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
2. manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements

What You'll Need

1. At least 6 months of customer support experience handling sensitive issues
2. Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills, Customer Centricity, Executional Excellence
3. English level C1

Preferred Qualifications

At least 1 year of crisis center, law enforcement, or social work experience

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): Santa Ana, Costa Rica

Job ID: Uber-149668

Employment Type: FULL_TIME

Posted: 2025-11-05T00:37:03