About the role and team 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 - Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
- 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
- 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
- Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
- Making detailed investigations, using various support platforms (email, phone) to develop case details, analyze evidence, and take actions according to the process
Basic Qualifications - Proficiency in Turkish and English is required.
- At least 6 months of customer support experience specifically handling sensitive issues.
- Experience operating in multiple digital modalities and software tools with general computer proficiency.
- Strong EQ, emotional regulation, communication, problem-solving, critical thinking.
- Experience in crisis centers, law enforcement, or social work where establishing trust with individuals in distress is required.
- Strong critical thinking and problem-solving skills with a willingness to figure out the best path forward when answers aren't immediate.
- Experience navigating high-volume, complex databases or contact management systems under tight SLAs.
- A resilient and adaptable mindset that thrives in a collaborative, fast-changing, and high-intensity environment.
Ready to Ride? This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
