About the Role
As a Safety Investigations agent, you will work efficiently and effectively through our most critical incidents to drive top results in customer service, accuracy and timely case resolution.
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 Will Do
1. Respond to high volume, live queue of sensitive incident inbound cases. Mainly L1/L2, and part of L3/L4 urgent contacts
2. Report & document issues with reporting parties using various platforms
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3. Master multiple knowledge base and contact management systems
4. S1+ under direct supervision, reviews incoming urgent and critical incidents and acts as a first responder in a reported incident
5. Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform
6. 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
7. Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.
Basic Qualifications
1. Fluent in German, and good knowledge of English (written and spoken)
2. Customer support experience
3. Availability to work in rotating shifts from Monday to Sunday (essential)
4. Strong EQ, emotional regulation, strong written and verbal communication, problem-solving, critical thinking
5. Strong sense of responsibility, demonstrating reliability, integrity, and a commitment to maintaining high standards of professionalism in all aspects of work.
Preferred Qualifications
1. Safety experience
2. Executional excellence
3. Crisis center, law enforcement or social work experience.
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.