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About The Role
As an ANZ Safety Shift-Lead Specialist, you are the frontline for managing critical inbound escalations across the ANZ Safety landscape. Operating in a high-stakes environment, you'll triage and direct sensitive user or stakeholder-raised cases, ensuring each is appropriately categorised, prioritised, and routed to the right team. Your role is pivotal to maintaining queue health, supporting the safety specialists operations, and ensuring that service delivery aligns with Uber's global safety expectations. You'll partner closely with cross-functional stakeholders and regional teams to drive proactive queue oversight, metrics adherence, and continuous operational improvement.
Your Impact In Role
- Triage and Escalation Ownership: Act as the first point of contact for inbound critical safety escalations from users or internal stakeholders. Carefully review crash-detection escalations, user verbatims and supporting details, determine the nature and urgency of the case, and assign to the relevant ANZ Safety team for resolution - ensuring timely, accurate, and balanced queue distribution.
- Queue Oversight & Management: Own real-time queue management across MNL Urgent, SYD IRT and L4+ teams. Assign safety contact escalations by the users and stakeholders, monitor dashboards and filters, and coordinate across Slack channels to maintain workflow transparency and reduce backlog risk.
- Operational Support & Coordination: Lead handoff management, ensure unresolved or investigators who are out of office with open cases are redirected or reassigned, and provide regular status updates across active filters. Coordinate revision of aging or OOO cases to avoid user impact.
- Performance Tracking & Reporting: Support metric health by ensuring teams can meet key targets, especially around first-action timing and investigation readiness. Assist in managing overnight escalations and flag patterns that could affect regional and global SLAs.
- Subject Matter Expertise and Enablement: Function as a queue SME by supporting ANZ Safety Specialists through communication, tool navigation, and updates. Offer guidance on case movement, hold pattern management, and prioritisation logic.
The Experience You'll Bring:
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
- Analytical Judgment: Ability to quickly assess urgency and risk level of escalated verbatim, and apply strong judgment to direct cases to appropriate teams.
- Attention to Detail: Confident in reviewing incident metadata, categorizing cases, and maintaining accurate dashboard and filter alignment.
- Clear Communication: Strong written and verbal communication across modalities (Slack, JIRA, chat, email) to align with internal stakeholders and peers.
- Operational Awareness: Understanding of service-level drivers such as queue pressure, case aging, and capacity constraints, with a mindset for action and escalation prevention.
- Collaborative Approach: Work closely with regional leaders, L&D, and Safety Investigations Specialists to enable seamless workflows and shared performance goals.
