About The Role And Team
This role is at the heart of Uber's commitment to safety, supporting users during critical and often stressful incidents on the Uber Rides and Uber Eats platforms. You will be responsible for investigating complex safety reports, making difficult decisions under pressure, and communicating with users who may be distressed. This isn't just about closing tickets; it's about upholding our standards in real-time.
The right person for this role remains calm and objective, even when handling sensitive situations and incomplete information. You'll need to balance empathy with firm policy application, acting as a critical advocate for our community. This work is challenging but provides a direct path to making our platform safer for millions of users.
What You'll Do
* Investigate complex and sensitive safety incidents from start to finish, gathering facts from multiple sources to make sound judgments .
* Communicate directly with users (riders, drivers, eaters, and others) by phone and messaging, showing empathy while clearly explaining policies and outcomes .
* Manage a high-volume, live queue of urgent cases, prioritizing critical issues and making swift, decisive actions to secure accounts and mitigate risk .
* Document case details thoroughly, ensuring every action is clear, justified, and compliant with our internal processes and safety standards .
* Collaborate with internal teams like legal, insurance, and law enforcement relations to resolve escalations and provide necessary information .
How you'll spend your time
* 50% Case Investigation & Resolution
* 30% User Communication (Phone & Messaging)
* 20% Documentation & Cross-Functional Collaboration
Basic qualifications
* Experience in a high-volume customer support or escalated support role .
* Experience handling sensitive, urgent, or high-priority issues, such as in a crisis center, investigations, or claims management .
* Proficiency in navigating multiple computer systems simultaneously (e.g., ticketing systems, knowledge bases) to manage a high-volume caseload .
* Availability to work in rotating shifts, including weekends and evenings, totaling 40 hours per week .
Preferred qualifications
* Demonstrated ability to remain calm, objective, and empathetic while handling emotionally charged situations .
* Strong critical thinking and problem-solving skills, with an ability to make sound decisions with incomplete information .
* Excellent written and verbal communication skills, with experience in de-escalation and navigating difficult conversations .
* High degree of personal integrity and commitment to doing the right thing.