Safety Investigations Specialist II - US&C Service Denial Investigations

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About the Role

The Safety Investigations II role at Uber's Community Operations organization is responsible for providing fast and empathetic support to customers during critical moments. The candidate must have at least 6 months of customer support experience, strong emotional regulation, communication, problem-solving, and critical thinking skills. The role requires handling sensitive issues, managing a high volume of urgent incidents, and investigating and analyzing evidence to take decisive actions to enforce safety standards and secure accounts. The candidate should possess competencies such as customer centricity, executional excellence, problem-solving, stakeholder management, and teamwork. The ideal candidate should also possess active engagement, oral presentation skills, and the ability to produce high-impact materials to effectively communicate with team members, stakeholders, and customers across seniority levels, functions, and geographies.

The Safety Investigations II role requires the candidate to demonstrate excellent interpersonal skills, establish trust, and empathetic relationships with reporting parties. The candidate should be able to attend to the most critical and urgent incidents, making detailed investigations, analyzing evidence, and taking actions according to the process. The role involves managing 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. The Safety Investigations II role is also responsible for categorizing incidents/accidents with appropriate contact types for Special Investigations Unit to further investigate. The candidate should possess the ability to work independently, prioritize competing tasks effectively, and identify patterns and trends in data.

Your Impact in Role:

- Under supervision, will Service Denial related tickets and communicate to the respective parties.
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems
- Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
- 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
- Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
- Demonstrate excellent interpersonal skills and ability to establish trust
- Attend to the most critical and urgent IRT incidents (L3-L4) making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
- 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

The Experience You'll Bring:

Basic Qualifications:

- At least 1 year of customer support experience handling sensitive issues (Inbound/Outbound call experience - working with Safety)
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills