About the Role
At Uber, providing outstanding support that establishes trust for riders, drivers, eaters, delivery and restaurant partners-our community-is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the smartest, most efficient way.
As a Safety Investigations Specialist, you are all about helping and supporting our users with incidents that happened on a trip. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with outstanding support and exceptional communication, ensuring that problems are resolved promptly while developing honest relationships with our community. Our safety investigations support teams are integral to ensure that safety never sleeps" and ensure we live up to our culture value to Stand for Safety.
What You Will Do:
* Deliver high-quality service across multiple support platforms including phone and messaging
* Handle sensitive issues with compassion and empathy
* Provide support and reassurance during unforeseen incidents such as accidents
* Be a hardworking advocate for users while answering any questions that come your way
* Show compassion to frustrated users while solving problems and addressing unsatisfactory experiences.
* Lead a high volume caseload by being organized and a subject matter expert
* Have keen eye for detail and strong sense of doing the right thing
* Triage issues and raise them when vital
* Be a great teammate through engagement and ownership
Basic Qualifications:
* At least 6 months of customer support experience handling sensitive issues
* Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments
* Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
* Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
* Dedication to excellence in behavior, performance and work product
* Ability to adjust and adapt in a dynamic work environment
* High proficiency using computers (typing, quickly navigating between various tools)
* Exceptional reading comprehension and writing skills. Ability to connect what users are asking for with answers to their true issues.
* Passion for helping others and creating support experiences that exceed users' expectations
* Skilled at handling multiple issues at once to efficiently solve a large number of inquiries
* Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
* Work time will be shift based totalling 40 hours per week
* Weekend and weekly evening shifts are required
Preferred Qualifications:
* Customer support experience via messaging and phone and a consistent record of meeting KPIs