What You'll Do:
- Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
- 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 stakeholders related to incidents / accidents that occur in connection with the Uber platform
- Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
- Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
- Demonstrate excellent interpersonal skills and ability to establish trust
- Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
- Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
- Involves triaging, waitlisting and assigning cases to investigators
- making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
- manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
Basic Qualifications:
- At least 6 months of customer support experience handling sensitive issues
- Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
Preferred Qualifications:
- At least 1 year of crisis center, law enforcement, or social work experience
- The candidate should be B2 Level or above in the English language both written and spoken!
* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .