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Customer Support Representative, Critical Safety Specialist - Phoenix

Community Operations
in Phoenix, Arizona

About the Role

As a Safety Support Specialist within the Phoenix Center of Excellence (201 E. Washington St., Phoenix AZ), you will work with a high level of urgency - utilizing strong emotional intelligence as a first responder for our most critical incidents. Specialists will need to balance emotional self-regulation with empathy in all communications, while also coordinating case creation through fact gathering via phone outreach. Careful attention to following support logic and skilled case organization/documentation will be a vital part of the role.

What You'll Do

  • 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
  • Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
  • Maintain excellent interpersonal skills and professionalism while delivering best in class customer service
  • Receive feedback for continuous case creation improvement while building and maintaining relationships with our Special Investigations Unit
  • Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
  • Learn and master multiple knowledge base and contact management systems

What You'll Need

  • Minimum 1 year of urgent customer service support or relevant prior experience handling urgent and high-priority issues, such as accidents, safety concerns, issue remediation, and/or insurance loss or 1 year of Uber experience
  • Experience in interviewing or debriefing critical incidents either in-person or over the phone
  • Excellent interpersonal skills and ability to establish trust and effective working relationships with others on an external and internal basis
  • Commitment to excellence in behavior, performance and work product
  • Organized and self-driven with an excellent ability to handle a large caseload
  • Comfort with holistic change in everything we do - we're the fastest growing startup of all time for a reason, things change here often
  • Strong written and verbal communication skills including ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members
  • Must work well in a team environment
  • Solid computer and time management skills
  • Ability to troubleshoot problems and find speedy resolutions in high pressure situations
  • Willingness to work weekends, holidays and outside a standard 8 to 5 shift (Looking for overnight graveyard shifts)

Bonus Points If

  • Pursuing degree in Criminal Justice, Business, or Communications
  • Experience in Law Enforcement, Claims Liability, HR
  • Experience with Crisis Management or Sensitivity Training

About the Team

Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and incubate support for new products, support modalities, and processes. The COE network pioneers how Uber manages support for our community of rider and driver partner around the globe.

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 600 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.