- Ufficio in Phoenix
About the Role
As a Critical 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.
This is a hybrid role requiring you to be on-site at our Phoenix Center of Excellence office approximately 60% of your scheduled shifts.
What the Candidate Will Need / Bonus Points
What the Candidate Will Do
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Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
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Report & document issues with reporting parties using various platforms
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Master multiple knowledge bases and contact management systems
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Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
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Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
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Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
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Demonstrate excellent interpersonal skills and ability to establish trust
Triage, Investigation and/or SME tracks:
Triage Focus: (L3/L4 cases)
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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
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Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
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Involves triaging, waitlisting and assigning cases to investigators
Investigation Focus: Attend to the most critical and urgent IRT incidents (L3-L4)
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making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
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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
SME Focus:
- Provides support to the agents in the attention of cases, monitors the queue and assignment of cases, provides communications to the team about updates, refresh or training to the team, follows up on line projects.
Basic Qualifications
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At least 6 months of customer support experience handling sensitive issues
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Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
Preferred Qualifications
- At least 1 year of crisis center, law enforcement, or social work experience
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$25.90 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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
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