About the Role:

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, while reporting accurate data and insights to improve safety for all Uber customers.

What You Will Do:

• Manage Incident Response: Respond to a high-volume, live queue of sensitive inbound cases. You will primarily handle L1/L2 (standard) and some L3/L4 (advanced) urgent volume.

• Case Documentation: Report and document issues from reporting parties using various platforms. You will be expected to master multiple knowledge bases and contact management systems.

• First Response: Under direct supervision, review incoming urgent and critical incidents (S1+) and act as the first responder for reported safety events.

• Stakeholder Communication: Respond to driver-partners, riders, eaters, couriers, claimants, and third parties regarding incidents or accidents that occur on the platform.

• Empathetic Support: Support reporting parties by asking thorough questions to understand incident details, establishing trust, and ensuring every conversation is documented accurately.

• Incident Categorization: Correctly categorize incidents and accidents to ensure the Special Investigations Unit (SIU) can conduct further in-depth investigations.

Basic Qualifications:

• Language: Professional proficiency in both Dutch and English is required.

• Experience: At least 6 months of customer support experience specifically handling sensitive or high-stakes issues.

• Interpersonal Skills: Proven ability to establish trust and maintain composure during difficult conversations.

• Preferred Background: Experience in crisis centers, law enforcement, social work, or emergency dispatch is a plus.

• Core Competencies: Strong emotional intelligence (EQ), emotional regulation, clear communication, and critical thinking skills.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

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.

Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.