Safety Investigations Team Lead
3 months ago
**About Uber**
Uber is a technology company that is changing the way the world thinks about transportation. We are building the technology that people use every day. Whether it's heading home from work, getting a meal delivered from a favorite restaurant, or a way to earn extra income, Uber is becoming part of the fabric of daily life. We're making cities safer, and more connected. And we're doing it at a global scale-energizing local economy and bringing opportunity to millions of people around the world. Uber's positive impact is tangible in the communities we operate in, and that drives us to keep moving forward.
**About the Role***
We at the Community Operations organization at Uber are responsible for delivering outstanding customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as reporting accurate data and insights to improve safety for all of Uber's customers.
**What you will do**:
- Lead, coach, mentor, and motivate employees navigating sensitive cases and fast paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high severity safety concerns
- Manage team performance and escalations
- Review daily incident reports for accuracy, clarity
- Lead improvements on support logic and processes
- Audit team performance with Service Quality members
- Demonstrates excellent interpersonal skills and ability to establish trust to aid investigations into accidents and insurance loss as well as person-on-person allegations.
- Strong communication skills including the ability to listen effectively; to confidently and diplomatically express opinions and voice concerns with other team members; and to present effective written communication to varied audiences.
**What you will need**:
- Internals: At least 1 year of urgent customer service support or 3 months of experience in leadership
- Externals: At least 1 year of experience in leadership
- Proficiency in Google Suite
- Experience presenting information and facilitating meetings
- Scheduling flexibility
- Strong emotional regulation, communication, problem-solving, critical thinking, stakeholder management, and project management skills
**Bonus Points**:
- Foundational SQL knowledge.
- Project management experience.
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