Uber—Safety Investigations Specialist III

Job description

Description: Cleaned Document About the role and team Community Operations at Uber is where real people solve real problems in real time. As part of the Safety Investigations team, you are a critical responder during a user’s most difficult moments. You will provide fast, empathetic support to riders, drivers, and couriers, navigating high-stakes situations where the answers aren't always clear and the emotional weight is high. This role is about more than processing tickets; it’s about making decisive calls to secure our platform and protect our community. The environment is intense, fast-paced, and requires a steady hand. You’ll be tasked with uncovering the truth in messy, complex incidents—often dealing with conflicting statements and high-pressure timelines. We aren’t looking for someone to provide a "polished" service, but someone who can stay calm, exercise sound judgment, and act with both urgency and care. If you are resilient, detail-oriented, and motivated by the responsibility of maintaining safety at a global scale, this is where you’ll grow. What you’ll do - Navigate a high-volume caseload of urgent and critical incidents, investigating everything from accidents to sensitive safety reports with precision. - Conduct deep-dive investigations by analyzing evidence and interviewing involved parties—including witnesses, insurance partners, and law enforcement—to reconstruct events accurately. - Adjudicate driver and rider status on the platform, making the hard calls on account access based on established safety guidelines and evidence. - Master multiple complex knowledge bases and technical tools (like Query Builder) to document cases and manage communications across email, chat, and phone. - Collaborate with internal stakeholders, including Account Executives for business-related incidents and legal teams for attorney-involved matters. - Triage and resolve complex payment issues or case creation improvements, ensuring that safety incidents are tracked correctly from the first point of contact. - Identify patterns in safety data and provide actionable recommendations to stakeholders to prevent future incidents and improve the overall platform experience. Basic Qualifications - Minimum 6 months of urgent customer support experience interviewing both parties to an incident (in-person or over the phone). - Strong EQ, emotional regulation, communication, problem-solving, critical thinking. - De-escalation, case management, stakeholder management, program management. Preferred Qualifications - At least 1 year of experience in a crisis center, law enforcement, or social work environment. - Experience in stakeholder management and navigating cross-functional team dynamics. - Ability to handle high-volume, unstructured problems with a focus on accuracy and speed. - Demonstrated experience in project management or process improvement within a support environment.