Safety Investigations Specialist I

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About The Role

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience!

Your Impact In Role

• Respond to high-volume, live queue of sensitive incident inbound cases and/or outbound queues
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Attend cases of a lower level in IRT (L1 / L2), 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
  
  

The Experience You'll Bring:

Basic Qualifications

• At least 6 months of customer support experience handling sensitive issues
• Strong emotional intelligence (EQ) and emotional regulation skills
• Strong communication skills, both verbal and written
• Strong problem-solving skills
• Strong critical thinking skills
• Ability to work under pressure and handle a high volume of sensitive incidents
  
  

Preferred Qualifications

• Prior experience working in a fast-paced, high-pressure environment
• Familiarity with contact management systems and knowledge base
• Strong data analysis and reporting skills
• Ability to work independently and as part of a team to achieve goals