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 urgent 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.

What the Candidate Will Do

1. Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
2. Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
3. Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
4. Report & document issues with reporting parties using various platforms
5. Master multiple knowledge bases and contact management systems
6. Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
7. Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
8. Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
9. Demonstrate excellent interpersonal skills and ability to establish trust

1. At least 6 months of customer support experience handling sensitive issues
2. The candidate should be B2 Level or above in English language in both written and spoken
3. Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills

1. Be an excellent communicator: You build trust with riders and driver-drivers who use Uber/the Uber network/platform through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber work hard.
2. Safety-Centric: In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Hindi language skills are a must.
3. Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being illuminating, acknowledging the situation, and displaying a genuine willingness to help.
4. Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.
5. Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-customers to feel the Uber loves while making it easy to analyze ways to scale support.