Safety Investigations Specialist II

About the Team - Community Operations & Incident Response Team (IRT)

Community Operations is at the heart of our #BuildWithHeart approach at Uber. We work with customers, earners, and partners at enormous scale, helping operationalize every new and existing product and idea across the company.

The IRT handles safety incidents reported by all users of the Uber platform, both consumers and earners. We investigate by reviewing user accounts, contacting all involved parties, and making recommendations based on the information gathered. We typically handle mild to moderate safety reports such as verbal and physical altercations, and accidents.

About the Role - Safety Investigation Specialist II

As a Safety Investigation Specialist II in the IRT Urgent Team, you will act as a first responder to urgent and critical safety incidents on the platform. You'll balance empathetic, high-quality customer support with rigorous investigation standards, while working within tight service level agreements (SLAs) and collaborating closely with specialized safety teams.

What You'll Do

• Under supervision, review incoming urgent and critical incidents and act as a first responder in reported incidents.
• Report and document issues with reporting parties using various platforms (e.g., email, chat, phone).
• Master multiple knowledge bases and contact management systems to handle complex cases efficiently.
• Respond to drivers, riders, claimants, third parties, and internal stakeholders on incidents/accidents that occur in connection with the Uber platform.
• Appropriately support reporting parties, ask thorough questions to fully understand incident details, build an empathetic relationship, and ensure meticulous documentation of every interaction.
• Categorize incidents/accidents with appropriate contact types for the team or other relevant teams to further investigate.
• Demonstrate excellent interpersonal skills and the ability to establish trust with users in sensitive situations.
• Attend to the most critical and urgent IRT incidents (L3-L4), following established safety and escalation protocols.
• Conduct detailed investigations using various support platforms to develop case details, analyze evidence, and take actions aligned with process and policy.
• Manage a high-volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements.

• Shift work either 8AM - 5PM, 10AM - 7PM or 2PM - 11PM (based on the business needs)
• Total 40 hours a week, 5 days, 8 working hours every day
• Willingness to work during public holidays, rotating shifts and rotating weekend offs

• Customer support / service experience
• Native Cantonese and business level English
• Problem-solving and critical thinking with detail-oriented
• Strong stakeholder management and communication skills (both written & verbal)
• Strong customer obsession attitude with evidence of taking independent and appropriate decision for the customer
• Applicants must be authorized to work in Hong Kong without visa sponsorship

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.