About the Role

As a Safety Investigations Agent, you will be on the front lines, efficiently handling our most critical incidents. Your focus will be on delivering excellent customer service, ensuring accuracy, and resolving cases in a timely manner. You will work hand-in-hand with our internal teams-including Communications, Trust & Safety, Insurance, and Legal-to coordinate and facilitate the resolution of high-severity incidents according to our protocols, while always balancing external customer expectations and demands.

What You Will Do* Incident Management: Manage a high volume of sensitive safety incidents via phone and messaging.

• Documentation: Accurately report and document issues with all involved parties using various digital platforms.
• Systems Proficiency: Become proficient in our knowledge bases and contact management systems (e.g., Bliss, Jira).
• Stakeholder Engagement: Communicate professionally with drivers, riders, eaters, delivery partners, claimants, third parties, and stakeholders regarding platform-related incidents.
• Empathetic Support: Provide effective, supportive communication to those reporting incidents; ask detailed questions to fully grasp the situation and establish trust.
• Categorization: Classify incidents accurately, preparing them for detailed review by our Special Investigations Unit.

Basic Qualifications* Language Proficiency: Fluency in both French and English is required.

• Interpersonal Skills: Proven ability to build trust and relate well to diverse stakeholders.
• Emotional Intelligence: High EQ, with the ability to maintain excellent communication and emotional regulation during high-stress situations.
• Problem Solving: Strong critical thinking and analytical skills to resolve complex issues.
• Organizational Skills: Highly organized with the ability to manage multiple tasks effectively.
• Active Listening: Ability to fully understand concerns over the phone and respond effectively and professionally.
• Relevant Experience: A minimum of 6 months in customer support, specifically handling sensitive or high-stakes issues.
• Specialized Background: Experience in crisis centers, law enforcement, or social work is a valuable asset.