About the Role

As a Trust and Safety 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. Investigators 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 Trust & Safety Investigations Team
• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns
• Represent our team with professionalism and subject matter expertise when shadowed by visitors from Uber HQ as well as new trainees.
• Learn and master multiple knowledge base and contact management systems

Basic Qualifications

• 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
• Willingness to work weekends, holidays and outside a standard 8 to 5 shift (Looking for overnight graveyard shifts)

Preferred Qualifications

• Pursuing degree in Criminal Justice, Business, or Communications
• Experience in Law Enforcement, Claims Liability, HR
• Experience with Crisis Management or Sensitivity Training
• Experience in interviewing or debriefing critical incidents either in-person or over the phone
• Ability to troubleshoot problems and find speedy resolutions in high pressure situations
• 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
• Experience in interviewing or debriefing critical incidents either in-person or over the phone
• Solid computer and time management skills
• Must work well in a team environment

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.25 per hour.

You will be eligible to participate in Uber’s bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action 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.

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.