About the Role
As a Safety Investigations agent, you will work efficiently and optimally through our most critical incidents to drive top results in customer service, accuracy and timely case resolution.
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Investigators will work closely with our internal customers - Communications, Trust & Safety, Insurance and Legal - to coordinate and facilitate case resolution according to support logic for high severity incidents while balancing external customer service, communications, expectations and demands!
What You'll Do
- Respond to high volume, live queue of sensitive incident inbound cases. Mainly L1/L2 and part of L3/L4 urgent volume.
- Report & document issues with reporting parties using various platforms-Master multiple knowledge base and contact management systems-S1+ Under direct supervision, reviews incoming urgent and critical incidents (mainly L1/L2) and acts as a first responder in a reported incident.
- Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform
- Appropriately support reporting parties, ask thorough questions in order to sufficiently understand the details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation.
- Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.
What You'll Need
- Bilingual (Spanish/Portuguese) (mandatory)
- Demonstrate excellent interpersonal skills and ability to establish trust. Crisis center, law enforcement or social work experience.
- Strong EQ, emotional regulation, communication, problem solving, critical thinking.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.
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