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US&C Safety Investigations Specialist I - USC IRT

Support Operations, Community Operations
in Taguig City, Philippines

About Uber

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

About the Role

At Uber, providing amazing support that establishes trust for riders and drivers - our community - is a core feature of our product experience! We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.

Safety Investigations Specialists are all about helping and educating the users of the Uber app (i.e., riders, drivers, food delivery customers, delivery persons, merchants). We help people resolve their issues and turn unhappy users into our strongest evangelists.

The right candidate always cares about providing prompt and empathetic solutions thorough exceptional communication. This helps Uber build trustworthy relationships with our community!

Who You Are

  • Exceptionally empathetic and understanding of our users and their unique situations. Being obsessed with the community experience, you are a powerful advocate for Uber's users.
  • Cool and calm under pressure, with superior organizational skills, integrity, and great follow-through on deliverables.
  • Naturally curious. You love learning how things work, and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Word-savvy. You're eloquent and able to strike the perfect tone, whether you're explaining the importance of a Safety policy to customers or just responding to common support issues.
  • You love Uber. You are driven by helping others and being at the forefront of a highly visible, renowned brand.
  • You can move quickly with care. You embrace change, can absorb new information with ease, and are happy to share this knowledge with peers.

What You'll Do

  • Deliver high-quality service across multiple support modalities.
  • Be a passionate advocate for riders and drivers while answering any questions that come your way.
  • Show empathy to frustrated customers while solving problems and addressing unsatisfactory experiences.
  • Build loyalty among new users and get our early-adopters to return and fall in love with Uber all over again.
  • Triage issues and escalate them when necessary.

About the Team

The Incident Response Team is responsible for uplifting the Safety standards of users. We are a diverse team of highly motivated individuals spread across our sites. We demonstrate flexibility and are able to manage constant changes, think out of the box and adapt to different protocols, through teamwork and collaboration.

What the Candidate Will Do

  • Respond to Safety Incidents and Accidents via email/phone
  • Able to multi-task and meet the responsibilities end of the day
  • Able to suggest and make recommendations for process improvements/changes
  • Escalate concerns/issues to ensure better manage customer experience

Basic Qualifications

  • Work experience in high energy, productive environment
  • Excellence in both written and spoken English
  • Exceptional comprehension and writing skills
  • High proficiency using computers (typing, quickly navigating between various tools) and software
  • Excellent problem-solving skills, ability to connect effectively what users are asking for with answers to their true issues
  • Passion for creating support experiences that exceed users' expectations
  • Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
  • To be an Uber evangelist - you care passionately about the product and getting others excited to ride and partner with Uber
  • A willingness to work on different shifts, totaling 40 hours per week, including weekends, holidays, and weekly evening shifts
  • Willing to be moved from time to time to other projects and accounts or where the business needs them

Preferred Qualifications

  • A bachelor's degree from any field is preferred but not a requirement
  • 1+ years of total work experience in a high-growth, productive constantly changing environment
  • Work experience in customer-centric industries (ex. Hotels, airlines, banking) is preferred
  • Extensive experience dealing with different markets (countries) and having a good understanding of cultural differences is preferred

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.


See our Candidate Privacy Statement>

Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.