**About the Role**

As a Safety Investigations I Agent, you'll be on the front lines, efficiently handling our most critical incidents. Your focus will be on delivering excellent customer service, ensuring accuracy, and resolving cases in a timely manner. You'll work hand-in-hand with our internal teams – like Communications, Trust & Safety, Insurance, and Legal. Your coordination will be key in resolving high-severity incidents according to our protocols, always keeping external customer service and expectations in mind.

**What You Will Do**

- Manage a high volume of Safety Incidents: Respond to a live stream of sensitive incoming safety cases via phone and messaging.
- Document Thoroughly: Accurately report and document issues with all involved parties using various platforms.
- Master Systems: Become proficient with our knowledge bases and contact management systems (Bliss, Jira)
- Engage: Communicate professionally with drivers, riders, eaters, delivery partners, claimants, third parties, and Stakeholders regarding platform-related incidents.
- Provide Empathetic Support: Offer effective support to those reporting incidents, asking detailed questions to fully grasp the situation.
- Categorize Accurately: Classify incidents with the correct classification, preparing them for detailed review by our Special Investigations Unit.

**Basic Qualifications**

- Language: Proficiency in French and English is required
- Strong Interpersonal Skills: Ability to build trust and relate well to others.
- High Emotional Intelligence: Excellent communication and emotional regulation
- Problem-solving and critical thinking abilities
- Highly Organized
- Active Listening: Fully understand concerns over the phone and respond effectively
- Relevant Experience: A minimum of 6 months in customer support, particularly handling sensitive issues. Experience in crisis centers, law enforcement, or social work is a valuable asset.

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).