Safety Investigations Specialist Ii

**About Uber**Uber is a technology company that is changing the way the world thinks about transportation. We are building the technology that people use every day. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. We're making cities safer, and more connected. And we're doing it at a global scale-energizing local economy and bringing opportunity to millions of people around the world. Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.**About the Role***We at the Community Operations organization at Uber are responsible for delivering outstanding customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as reporting accurate data and insights to improve safety for all of Uber's customers.**What you will do**- Handle a high volume, live queue of sensitive incidents and accidents that are often urgent or critical and may involve explicit photos and/or verbal statements- Report & document issues with reporting parties using various platforms- Master multiple knowledge bases and contact management systems- Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal collaborators related to incidents/accidents that occur in connection with the Uber platform- Appropriately supports reporting parties, asks thorough questions to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures detailed documentation of the conversation- Categories incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate- Demonstrate excellent interpersonal skills and ability to establish trust**What you will need**- At least 6 months of customer support experience handling sensitive issues!- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills**Who you are**- Safety-Centric: In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically accurate English & Hindi language skills are a must.- Be customer-obsessed: You are passionate about customer experience, and instantly build a rapport with the riders and driver-drivers who use Uber/the Uber network/platform by being illuminating, acknowledging the situation, and displaying a genuine willingness to help.- Be a problem solver: Not all customer issues are straightforward. You are passionate about putting the customer first and finding the right solutions no matter how challenging the situation.- Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-customers to feel the Uber loves while easily analyzing ways to scale support.