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, as well as report accurate data and insights to improve safety for all of Uber's customers.

• What You Will Do

• Respond to a high-volume, live queue of sensitive safety incidents, managing both inbound and outbound cases across multiple channels (email, chat, phone).

• Serve as a first responder for urgent and critical incidents, primarily L1/L2, with exposure to L3/L4 cases under guidance.

• Apply a triage mindset, identifying the most critical and urgent incidents, taking first-level actions in line with established processes, and escalating cases to investigation teams when required.

• Conduct detailed investigations for lower-level incidents, accidents, and citations by gathering information, analyzing evidence, and documenting findings thoroughly.

• Communicate empathetically and professionally with driver-partners, riders, eaters, couriers, claimants, third parties, and internal stakeholders.

• Ask clear, thoughtful questions to fully understand incident details while maintaining trust and emotional safety for reporting parties.

• Accurately document incidents and actions taken across internal systems, ensuring data quality and compliance.

• Categorize incidents appropriately and route cases to the correct investigation or enforcement workflows, including Safety Support, Investigations, and Deactivations.

• Navigate and master multiple knowledge bases and contact management tools to deliver timely and consistent support.

Basic Qualifications:

• Fluency in Dutch and English is required.

• Strong interpersonal and communication skills with the ability to build trust in high-stress situations.

• Demonstrated emotional intelligence, emotional regulation, and empathy when handling sensitive or distressing content.

• Strong problem-solving, critical thinking, and decision-making skills.

• Relevant experience in customer support, crisis response, law enforcement, social work, trust & safety, or similar high-stakes environments is a strong plus.

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.