Anita & James: Inside Uber’s Sydney Incident Response Team

From fast food counters to high-stakes escalations, Anita and James have brought sharp instincts, deep empathy, and relentless problem-solving to Uber’s IRT team in Sydney. James, a former supervisor turned Safety Specialist, thrives under pressure, resolving some of the most urgent safety issues on the platform. Anita, drawing on years of customer service experience, approaches critical incidents with precision, care, and a focus on complete resolution. Together, they play a vital role in protecting the safety and trust of Uber’s community. Curious how they do it? Keep reading—you might be inspired to join them.

 So what exactly is Uber’s IRT (Incident Response Team)?

Anita: The IRT Team is the highest escalation point for the most business-critical and sensitive issues. We’re trained not only to resolve issues efficiently but also with empathy. We step into users’ shoes to understand how they’re affected and drive resolutions that meet both customer and business expectations.

James: With millions of trips across ANZ every year, the team ensures that the most critical safety reports are handled efficiently and correctly. We review escalated concerns and aim to address them with white-glove service.

Problem-solving on this team isn’t surface-level—it’s surgical.

James: Critical thinking is paramount in my role. Having the capacity to objectively analyze reports, evaluate available information, and come to a resolution is a learned skill that this role allows me to strengthen.

Anita: One of the most interesting challenges—or skills—is shifting from addressing surface-level issues to exploring deeper root causes. Learning to use techniques like the ‘5 Whys’ helps me uncover core problems and drive more impactful, lasting solutions. When handling escalated incidents, we could simply resolve the user’s immediate concern—like refunding a trip—but we also investigate why it escalated and how policy changes could prevent similar incidents in the future.

Their paths at Uber have been anything but linear. That’s the point.

Anita: I’ve had two roles in two years at Uber. I started in a great team with an incredibly welcoming and supportive culture, which helped build strong support networks. As someone who lacks confidence, having a team that continually challenges and supports me has helped instill self-belief and motivated me to strive for more. Every move is daunting, and I’m someone who often feels imposter syndrome—I almost always feel undeserving of a new role. But each new experience and connection has broadened my view on growth. For me, the biggest takeaway is that growth comes from failing—again and again.

James: I’ve had two roles in three years at Uber. Each move put me in a new situation that strengthened my existing skills and gave me the opportunity to develop new ones. My colleagues consistently challenge me to learn and grow.

James: Learn everything you can. You will fail eventually—and that failure will have a wealth of knowledge waiting for you to uncover.

Anita: Just try. You’ll never know unless you do.

Keyword: flexibility.

Anita: I love going into the office Tuesday through Thursday and working from home on Mondays and Fridays. The office has loads of perks that help me stay productive, healthy, and caffeinated! Our work can be extremely nuanced, so being able to collaborate in real-time, bounce around ideas, and find the best solution as a team is unmatched. We laugh (and sometimes cry) together, and I cherish those bonding moments. While I prefer being in the office, Uber’s flexible hybrid model also lets me work from home—with my cats in my lap joining Zoom calls a couple of days a week!

James: I prefer working in the office because I love collaborating with my colleagues and bouncing around ideas. That said, I can work from home when needed, thanks to the flexibility Uber provides—including the option to work from anywhere in the world for four weeks a year!

James: Stand for safety. Being at the forefront of our safety policies, I interact with them daily. This gives me the opportunity to improve safety for all our users and help deliver safe, fair, and equitable outcomes—resulting in safer rides across ANZ.

Anita: Great minds don’t think alike. I love this Uber value. At Uber, you’re encouraged to share different perspectives and thought processes. It’s helped me shift my mindset—to feel confident speaking up and to welcome others’ inputs in building more well-rounded, robust outcomes. A differing perspective isn’t a disagreement—it’s just a different angle.

Ready to join the team that shows up when it matters most?
👉 Join Uber’s IRT team →