Safety Investigation Specialist II

About Uber

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.

About the Role

At Uber, providing outstanding support that establishes trust for riders, drivers, eaters, delivery and restaurant partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service performed in the smartest, most efficient way.

As a Safety Investigations Specialist, you are all about helping and supporting our users with incidents that happened on a trip. We help people resolve their issues and turn unhappy users into our strongest evangelists. The right candidate is always looking for unique and exciting ways to solve problems with outstanding support and exceptional communication, ensuring that problems are resolved promptly while developing honest relationships with our community. Our safety investigations support teams are integral to ensure that “safety never sleeps” and ensure we live up to our culture value to Stand for Safety.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

• Provide world class customer support through emails and phone calls for companies and their employees
• Work on critical safety incidents reported by riders and driver partners
• Collaborate with partners and work towards any solution ideal for the incident
• Provide thorough phone/email support to users including driver partners to build trust
• Accurately document case details, analyze information, and provide recommendations to important team members from time to time
• Identifies and advises on medium and long-term reputation risk, trigger-points, and scenarios
• Help in improving processes so we always optimize for better customer experience. This involves communicating with high value clients and eye to retention in times of problems for the clients and companies
• Contribute to building the team and the organization for long term success

---- Basic Qualifications ----

1. Ability to stay calm under high pressure situations
2. Ability to document all incidents in detail
3. Open to all modes of support (email, phone support)
4. Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations
5. Partner management
6. Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
7. Fluent Japanese speaker with exceptional English written and verbal communication skills
8. 6 months of experience and a phone support background
9. Willingness to work in shifts

---- Preferred Qualifications ----

•  Project Management

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.