About the role and team

In this role, you will be on the front lines of Uber's commitment to safety, stepping into an environment where real people solve high-stakes problems in real time. As a Safety Investigations Agent, you aren't just processing tickets; you are managing critical incidents where the pace is intense and the answers aren't always clear. You will join a team that bridges the digital and real worlds, requiring you to balance deep empathy for our users with the decisive action needed to drive case resolution.

The work is challenging and requires a high degree of emotional regulation and grit. You'll navigate a high volume of sensitive, urgent contacts, often dealing with stakeholders in emotionally charged situations where your ability to stay steady is vital. Success here means moving with both urgency and care, helping to turn uncertainty into clarity for our riders, drivers, and partners while upholding the integrity of our platform.

What you'll do

• Respond to a high-volume, live queue of sensitive and critical incident inbound cases, acting as a first responder to ensure immediate support and safety.
• Navigate complex and often ambiguous situations by asking thorough questions to deeply understand incident details while establishing an empathetic relationship with reporting parties.
• Document and report issues across various platforms and contact management systems with precision, ensuring every detail is captured for internal partners in Legal, Insurance, and Trust & Safety.
• Categorize incidents and accidents accurately under pressure to ensure they are routed correctly for further specialized investigation.
• Collaborate across multiple internal teams to coordinate case resolutions, balancing the demands of external stakeholders with Uber's established support logic and safety standards.
• Adapt quickly to evolving safety policies and tools, maintaining a high bar for accuracy and professionalism even when the workload is heavy or the situation is emotionally taxing.

Basic Qualifications

• Fluency in German and proficiency in English (both written and spoken).
• Experience in a customer support environment.
• Ability to work in rotating shifts from Monday to Sunday.
• Strong emotional intelligence (EQ) and the ability to maintain emotional regulation during difficult conversations.
• Proven problem-solving skills and a high degree of reliability and integrity.

Preferred Qualifications

• Previous experience in safety-related roles, crisis centers, law enforcement, or social work.
• Demonstrated executional excellence with a focus on attention to detail and meeting tight deadlines.
• Ability to think critically and provide actionable insights to improve support workflows.
• Strong alignment with Uber's value of "moving the real world" through meaningful service at scale.