Safety Investigations Specialist I - IRT Tier 2

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Role

As a Safety Investigations Specialist, you will take ownership of requests and solve customer tickets across all our critical and advanced lines of business through different modalities (phone, chat, message), challenging yourself to solve the most complicated and interesting problems our users face. You will present your insights to stakeholders and contribute towards the continuous improvement of our policy and services.You will create advocates out of even the most frustrated users, and you're always looking for outstanding and exciting ways to improve their experience!

Your Impact in Role

• 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
• Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations
  
  

The Experience You'll Bring

Basic Qualifications

• At least 2 years of customer support experience handling sensitive issues (Safety Background)
• Strong emotional intelligence (EQ) and emotional regulation skills
• Strong communication skills, both verbal and written (voice experience)
• Strong problem-solving skills
• Strong critical thinking skills
• Ability to work under pressure and handle a high volume of sensitive incidents
  
  

Preferred Qualifications

• Trust and Safety background
• Prior experience working in a fast-paced, high-pressure environment
• Familiarity with contact management systems and knowledge bases
• Strong data analysis and reporting skills
• Ability to work independently and as part of a team to achieve goals