Safety Investigation Specialist II

#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 Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber

About the Role

The Safety Investigations Specialist II will provide phone support to our key users and create a seamless experience to build trust and inspire customer loyalty. A key part of this role will be to provide service to members of Uber's Leadership Team. As a Community Relations Specialist, you will provide thorough, detailed support using various support platforms (email, chat, phone) to develop case details, analyze information, and provide recommendations to key stakeholders.

Your Impact in Role:

• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
• Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
• Able to establish trust and effective working relationships with others
• Ability to leverage multiple resources to inform and support critical decisions
• Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.
• Adaptability - You are able to adapt to any situation, remain customer centric, and help drive to a resolution.

Basic Qualifications:

Calling experience for 1+ year

Proficiency in English, Hindi and Telugu

Preferred Qualifications:

• Great communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber hustle. As a global team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct english language skills is a necessity
• Empathetic: You are obsessed about customer experience, and instantly build a rapport with the riders and driver-partners by being empathetic, acknowledging the situation, and displaying a genuine willingness to help
• **Problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation
• **Process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel Uber love while making it easy to analyze ways to scale support
• **Comfortable with ambiguity: You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination for creating processes ground up is an added advantage
• Fun to work with: You are hardworking, a great team player, and a lot of fun to work with
• Anticipate the needs of users so their experiences exceed expectations
• Learn multiple knowledge based and contact management systems
• Mitigate legal and media risk - provide seamless support for users whose experience could impact Uber's narrative through legal and/or media exposure