**About the Role**

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**

1. Respond to high volume, live queue of sensitive incident inbound cases and/or outbound queues
2. Report & document issues with reporting parties using various platforms
3. Master multiple knowledge bases and contact management systems
4. _Triage Focus_: Attend the most critical and urgent IRT incidents, taking the first measures according to the process, to pass the case to the team of investigators, so that the investigation is finalized.

_Investigations Focus (Incidents, accidents and citations)_: Attend to cases of a lower level, making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations

**What You'll Need**

1. At least 6 months of customer support experience handling sensitive issues
2. Ability to work under pressure, problem solving and critical thinking skills
3. Good communication and attention to detail
4. English B2+
5. Problem solving and strong communication skills
6. Professionalism and emotional regulation to deal with urgent issues
7. Schedule Flexibility is a must - This is a 24/7 Operation

**Preferred Qualifications**

1. Enhanced communication skills with Stakeholders and Senior Leaderhsip
2. Customer Centricity
3. Executional Excellence
4. Problem Solving
5. Stakeholder Management
6. Related studies preferred but not a must - Criminology or previous experience in investigations team handling urgent cases is a plus

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it 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](mailto:accommodations@uber.com).