Safety Investigations Specialist I (Bilingual Spanish & Portuguese Speaker)

About The Role

As a Safety Investigations agent, 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 internal customers - Communications, Trust & 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 Will Do

Respond to high volume, live queue of sensitive incident inbound cases. Mainly L1/L2 and part of L3/L4 urgent volume.
Report & document issues with reporting parties using various platforms-Master multiple knowledge base and contact management systems-S1+ Under direct supervision, reviews incoming urgent and critical incidents (mainly L1/L2) and acts as a first responder in a reported incident.
Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform
Appropriately support reporting parties, ask thorough questions in order to sufficiently understand the details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation.
Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.

Basic Qualifications

Proficiency in Spanish and Portuguese, both on a C2 level is required
Additional fluency in English
Demonstrate excellent interpersonal skills and ability to establish trust. Crisis center, law enforcement or social work experience.
Strong EQ, emotional regulation, communication, problem solving, critical thinking.
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