About the Role


As a Safety Investigations Agent, you will work efficiently and effectively through our most critical incidents to drive top-tier results in customer service, accuracy, and timely case resolution. Investigators work closely with internal partners-including Communications, Trust \& Safety, Insurance, and Legal-to coordinate and facilitate the resolution of high-severity incidents. In this role, you will balance external customer expectations and demands with internal support logic to ensure the highest standards of safety and care on the Uber platform.




What You Will Do* High-Stakes Response: Manage a high-volume, live queue of sensitive inbound cases, primarily focusing on L1/L2 incidents with exposure to L3/L4 urgent volume.
* First Response: Serve as the initial point of contact for urgent and critical incidents, reviewing and acting upon reports under direct supervision.
* Multi-Platform Documentation: Master multiple knowledge bases and contact management systems to accurately report and document issues from all parties involved.
* Stakeholder Engagement: Communicate with driver-partners, riders, eaters, couriers, claimants, and third parties regarding incidents or accidents occurring on the platform.
* Empathetic Investigation: Support reporting parties by asking thorough, probing questions to fully understand incident details while establishing a professional and empathetic rapport.
* Incident Categorization: Precisely categorize incidents and accidents to ensure they are routed correctly to the Special Investigations Unit (SIU) for further deep-dive analysis.
* Comprehensive Reporting: Maintain meticulous documentation of all conversations and evidence gathered during the intake process.

Basic Qualifications
* Language Proficiency: Bilingual (Spanish and Portuguese) is mandatory. You must be able to conduct complex investigations in both languages.
* Interpersonal Excellence: Proven ability to establish trust and maintain composure during high-pressure or emotional situations.
* Specialized Experience: Prior experience in crisis centers, law enforcement, social work, or emergency dispatch is highly preferred.
* Emotional Intelligence: Strong EQ and emotional regulation skills, with the ability to handle sensitive content professionally.
* Critical Thinking: Exceptional problem-solving skills and the ability to think critically under tight deadlines.
* Communication: Clear and concise written and verbal communication skills for documenting legal and safety-sensitive information.