Critical Trust & Safety Response Agent

About The Role

As a Critical Trust and Safety Specialist within the Phoenix Center of Excellence (201 E. Washington St., Phoenix, AZ), you will work with a high level of urgency - utilizing strong emotional intelligence as a first responder for our most critical incidents. Investigators will need to balance emotional self-regulation with empathy in all communications, while also coordinating case creation through fact gathering via phone outreach. Careful attention to following support logic and skilled case organization/documentation will be a vital part of the role.

This is a hybrid role requiring you to be on-site at our Phoenix Center of Excellence office approximately 60% of your scheduled shifts.

What The Candidate Will Need / Bonus Points

What the Candidate Will Do

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

SME Focus

Provides support to the agents in the attention of cases, monitors the queue and assignment of cases, provides communications to the team about updates, refresh or training to the team, follows up on line projects.

Basic Qualifications

At least 6 months of customer support experience handling sensitive issues
Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills

Preferred Qualifications

At least 1 year of crisis center, law enforcement, or social work experience

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$25.90 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits., For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$25.90 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.