About the role
Global Safety and Platform Integrity team is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. Our auditor and agent position use investigation processes to ensure earner account/incidents are actioned and categorized per the Safety standards.
The Agent/Auditor position is responsible for investigating safety reports and categorizing them according to Uber's established standards. This includes evaluating customer support interactions to ensure the safety support provided results in correct resolutions, that proper procedures are followed, and identifying the strengths and weaknesses of individual performance.
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The ideal candidate is a detail-oriented yet creative thinker with a passion for investigation and process improvement. They must thrive in an environment that is fast-paced, ambiguous, and constantly evolving. Since many challenges have no predefined solutions, the ability to innovate and think outside the box is essential.
What You'll Do
- Under supervision, investigate critical incidents
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems, review different types of media cases while keeping fairness in mind
- Action accounts related to incidents / accidents that occur in connection with the Uber platform
- Appropriately support reporting parties, investigate thoroughly in order to sufficiently understand the details of the incident, execute judgment, and ensure thorough documentation of the findings and decision
- Work in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Demonstrate excellent interpersonal skills and ability to establish trust
Work Pattern
- 5am-2pm Taiwan time, 5-day work week with with consecutive days off at Fri/Sat or Sun/Mon, natinoal holidays observed
What You'll Need
- 2+ year of customer support experience
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
- Exceptional proficiency in English + Mandarin
- Exceptional written and verbal communication skills
- Exceptional reading and interpretation ability, attention to detail
- Resistance to stress and pressure of working with high severity cases
- Passion for driving quality and process improvement. Confident presenting feedback and findings to stakeholders
- Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
- Strong teamwork skills towards a shared sense of purpose
Preferred Qualification
- Experience handling sensitive/safety related 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.