#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
IRT Urgent Team handles safety incidents reported by all users of the Uber platform, either consumer or earner. We investigate by reviewing the users accounts, calling both reporting and reported-against parties, and making recommendations based on the information we've gathered. We receive mild to moderate safety reports such as verbal and physical altercations, accidents etc.
Your Impact in Role
- 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 the Special Investigations Unit to further investigate
- Demonstrate excellent interpersonal skills and ability to establish trust
- Attend to the most critical and urgent IRT incidents (L3-L4)
- Make 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
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
- Outstanding communication skills
- Experience using JIRA
- Experience in providing phone support (outbound calls)
- Detailed documentation experience
Ready to Ride
This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
