#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
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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.
IRT Urgent is a team that handles safety incidents reported by all users of the Uber platform, either consumer or earner. We investigate by reviewing the users' accounts, calling both reporting and reported-against parties, and making recommendations based on the information we've gathered. We receive mild to moderate safety reports such as verbal and physical altercations, accidents etc.
Your Impact in Role:
- Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
- Report & document issues with reporting parties using various platforms
- Master multiple knowledge bases and contact management systems
- Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
- 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
- Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
- Demonstrate excellent interpersonal skills and ability to establish trust
Triage, Investigation and/or SME tracks:
Triage Focus: (L3/L4 cases)
- 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
- Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
- Involves triaging, waitlisting and assigning cases to investigators
Investigation Focus: Attend to the most critical and urgent IRT incidents (L3-L4)
- making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
- 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
Basic Qualifications:
- Customer support experience handling sensitive issues
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
Preferred Qualifications:
- 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.