#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations organization, the Safety Investigations team provides fast and empathetic support to customers during critical moments. Our Team Leads within Safety Investigations are focused on empowering and investing in the continued success of our agents by providing resources and coaching that will build the next wave of leaders at Uber. Team Leads provide and receive feedback, coach and develop employees, as well as manage teams to ensure our customers are well taken care of while managing the team's performance metrics.
Your Impact in Role:
- Lead, coach, mentor, and motivate employees navigating sensitive cases and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Manage team performance and escalations
- Review daily incident reports for accuracy, clarity
- Lead improvements on support logic and processes
- Escalate issues to leadership
- Audit team performance with Service Quality members
- With limited supervision, manages a high caseload of urgent and critical incident types (L3-L4). Responds to insurance partners, driver partners, riders, customers, claimants, third parties and stakeholders related to incidents/accidents that occur in connection with the platform
- Provides thorough, detailed investigations to develop critical loss information/case details and presents recommendations for internal actions to key stakeholders
- Demonstrates excellent interpersonal skills and ability to establish trust to aid investigations into accidents and insurance loss as well as person-on-person allegations
- Typically requires 2+ experience in law enforcements or other related criminal investigations background, or demonstrated proficiency as an investigative associate
Basic Qualifications:
Required Hard Skills and Experience:
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high severity safety concerns
- Strong communication skills including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
- Urgent customer service support or prior experience handling urgent, sensitive issues
- Experience in informal leadership or subject matter expertise
- Proficiency in Google Suite
- Scheduling flexibility for a 24/7 environment
Triage Track
- Stay present and available for your team of 5-10 Critical Safety Agents; this includes covering the floor, answering questions, holding side by side coaching sessions, hosting weekly 1-on-1 meetings, and providing real-time feedback on performance
Investigations Track
- Lead, empower, and develop robust teams of Investigators within a time-sensitive and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Review daily incident reports for accuracy, clarity, and sufficiency
Required Soft Skills:
- Strong EQ, emotional regulation, communication, problem-solving, critical thinking, stakeholder management, project/program management
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.