Safety Investigations Specialist I - ANZ One Triage

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About the role and team

Community Operations at Uber is where real people solve real problems in real time. As part of the Safety Investigations team, you are stepping into a high-stakes environment where you provide support during a user’s most critical and vulnerable moments. The pace is intense and the stakes are high; you will deal with sensitive incidents that require you to stay calm under pressure and balance deep empathy with decisive action.

This isn't a typical support role—it’s about navigating the messy reality of safety at scale. You will be tasked with making fast, thoughtful decisions when the path forward isn't always clear, ensuring our safety standards are upheld while securing the platform for millions. If you are sharp, emotionally steady, and motivated by the challenge of turning uncertainty into clarity through sound judgment and grit, this is where you’ll grow.

 

What you’ll do

• Navigate a high-volume, live queue of sensitive incidents, responding with urgency and care to both inbound and outbound communications.
• Triage the most critical and urgent IRT incidents (L3-L4), taking immediate first measures to stabilize the situation before transitioning the case for deep investigation.
• Conduct detailed investigations for L1/L2 safety cases, accidents, and citations, analyzing evidence across multiple platforms to develop a complete picture of the event.
• Master complex knowledge bases and contact management systems to document every detail with high accuracy, ensuring data integrity for safety insights.
• Execute deactivations and enforcement actions according to policy, owning the responsibility of securing the platform even when the decision is difficult.
• Identify and escalate patterns in safety issues, contributing to the broader mission of improving the experience and security of all Uber users.

 

Basic Qualifications

• At least 6 months of customer support experience specifically handling sensitive or high -stakes issues.
• Crisis center, law enforcement, or social work experience helpful (entry level 1 year experience).
• Strong EQ, emotional regulation, communication, problem-solving, critical thinking.

 

Preferred Qualifications

• Ability to stay resilient and maintain accuracy during emotionally charged interactions.
• Proficiency in navigating multiple complex software systems and databases simultaneously.
• Systems-thinking mindset with an interest in identifying safety trends to prevent future incidents.