Safety Investigations Specialist Ii

1 week ago

مصر, Egypt Uber Full time

**About the role**:
Senior Safety Community Support Representatives are all about helping and supporting our users with critical incidents that happened on a trip or during a delivery. We help people resolve their issues and turn unhappy users into our strongest evangelists.

**What You’ll Do**:

- Work on critical safety incidents reported by riders and driver partners
- Document all incidents on JIRA (The safety incident reporting feature)
- Collaborate with partners and work towards any solution ideal for the incident
- Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners
- Handle viral escalations when someone reports on socials media platforms regarding an incident where their safety was compromised
- 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

**What You’ll Need**:

- Flexibility to work different shifts including morning, evening, overnight and weekend work.
- Manage a high volume caseload of urgent and critical incident types
- Provide thorough and detailed handover documentation of the initial information from the reporter so that the urgent investigations team can complete the investigation
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer service
- Employ critical thinking and creative problem-solving skills to navigate high severity incident types
- Learn and master multiple knowledge base and contact management systems

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.

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