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 both Spanish & Portuguese (min. C1 level in both languages) is required!
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.
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
Solid computer and time management skills
Show more Show less