About the Role

As a Trust and Safety Investigator for our Trust and Safety Investigations Team (based out of Phoenix -- 201 E. Washington St), 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 top internal customers - Communications, Trust and 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'll Do

• Handle a high volume caseload of urgent and critical incident types
• Providing thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders
• Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Learn and master multiple knowledge base and contact management systems
• Contacting, interviewing and obtaining statements from reporting parties, witnesses and accused parties to secure vital information.
• Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements
• Utilize emotional self-regulation with empathy in all communications

• Willingness to work weekends, holidays and outside a standard 8 to 5 shift

• One year of experience conducting investigations or handling urgent and high-priority issues, such as accidents, safety concerns, critical incidents, insurance claims

• One year of Uber customer support experience maintaining a high level of performance, as demonstrated by meeting or exceeding expectations in current role for a minimum of six months

• AA Degree, and/or pursuing a degree in Criminal Justice, Sociology, Business, or Communications
• Investigations experience in Law Enforcement, Claims Liability, HR
• Experience in Crisis Management and/or Sensitivity Training, empathetic communicator
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Experience interviewing both parties to an incident either in-person or over the phone
• Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
• Commitment to excellence in behavior, performance and work product
• Organized and self-driven with an excellent ability to handle a large caseload
• Ability to adjust and adapt in a dynamic work environment
• Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences
• Proven computer and time management skills