Safety Investigations Specialist I

**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 safety 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. As a Safety Investigations Specialist I, you are all about helping and supporting our users with incidents that happened on a trip or during a delivery. 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 the Candidate Will Do** 1. Deliver high-quality service across multiple support platforms including phone and messaging 2. Handle sensitive issues with compassion and empathy 3. Provide support and reassurance during unforeseen incidents such as accidents, altercations, and misconduct. 4. Be a hardworking advocate for users while answering any questions that come your way. 5. Show compassion to frustrated users while solving problems and addressing unsatisfactory experiences. 6. Lead a high volume caseload by being organized and a subject matter expert in our safety policies. 7. Have a keen eye for detail and strong sense of doing the right thing 8. Triage issues and raise them to leadership when vita. 9. Be a great teammate through engagement and ownership. **Basic Qualifications** 01. Strong emotional intelligence and ability to regulate emotions. 02. Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis 03. Dedication to excellence in behavior, performance and work product 04. Ability to adjust and adapt in a dynamic work environment 05. High proficiency using computers (typing, quickly navigating between various tools) 06. Exceptional reading comprehension and writing skills. 07. 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. 08. Passion for helping others and creating support experiences that exceed users' expectations! 09. Skilled at handling multiple issues at once to efficiently solve a large number of inquiries 10. 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 11. Work time will be shift based averaging 40 hours per week 12. Weekend and weekly evening shifts are required **Preferred Qualifications** 1. Bachelor's degree or college experience. 2. Customer support experience via messaging and phone and a consistent record of meeting KPIs. 3. Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments 4. Proven experience in safety investigations or a related field. 5. Customer support experience handling sensitive issues. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world 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).