Critical Trust & Safety Response Agent

About The Role

As a 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 You'll Do

Handle a high volume caseload of urgent and critical incident types, to include real-time emergencies that may be ongoing
Urgent cases handled include 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
Maintain excellent interpersonal skills and professionalism while delivering best-in-class customer service
Receive feedback for continuous case creation improvement while building and maintaining relationships with our Trust & Safety Investigations Team
Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high-severity safety concerns
Represent our team with professionalism and subject matter expertise when shadowed by visitors from Uber HQ, as well as new trainees
Learn and master multiple knowledge base and contact management systems
Ability to pivot to lean in and support incubations of new products or new lines of business, subject to business need

Basic Qualifications

At least 6 months of customer support experience handling sensitive issues

Preferred Qualifications

Minimum 1 year of urgent customer service support or relevant prior experience handling urgent and high-priority issues, such as accidents, safety concerns, issue remediation, and/or insurance loss, or 1 year of Uber experience
Willingness to work weekends, holidays, and outside a standard 8 to 5 shift
Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
Pursuing a degree in Criminal Justice, Business, or Communications
Experience in Law Enforcement, Claims Liability, HR
Experience with Crisis Management or Sensitivity Training
Experience in interviewing or debriefing critical incidents, either in-person or over the phone
Ability to troubleshoot problems and find speedy resolutions in high-pressure situations
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
Comfort with holistic change in everything we do - we're the fastest growing startup of all time for a reason, things change here often
Strong written and verbal communication skills, including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members
Experience in interviewing or debriefing critical incidents, either in-person or over the phone
Solid computer and time management skills
Must work well in a team environment

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$25.00 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$25.00 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.