Safety Investigations Specialist I (Dutch Speaker)

About The Role

As a Safety Investigations agent, you will work efficiently and optimally 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 and/or outbound queues
Report & document issues with reporting parties using various platforms
Master multiple knowledge bases and contact management systems
S1+ under direct supervision, reviews incoming urgent and critical incidents 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 Dutch and English is required
Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
A minimum of 6 months of customer support experience handling sensitive issues. Crisis center, law enforcement or social work experience.
Availability to work in rotating shifts from Monday to Sunday (essential)
Strong sense of responsibility, demonstrating reliability, integrity, and a commitment to maintaining high standards of professionalism in all aspects of work
Executional excellence

Preferred Qualifications

Safety experience
Crisis center, law enforcement or social work experience
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