Job Description

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In this role, you will provide phone support to our customers and driver partners to build trust and inspire customer loyalty. A key part of this role will be to provide insights to members of the Leadership Team to help drive continuous improvement.

Be a subject matter expert - you will own support processes that can be highly sophisticated, urgent, and critical.

Supervise and check quality for assigned BQ.

Help Deep dive and analyze to find trends and root cause of Process gaps.

Work in tandem with LOB managers to reduce their error rate.

Identify root causes and improvement opportunities in process and policies.

As a Safety Investigations Specialist III, you will need to provide thorough, detailed support using various support platforms (email, chat, phone) & also properly document case details, analyze information, and provide recommendations to key stakeholders from time to time.

What the Candidate Will Need / Bonus Points

Be a subject matter expert - you will own support processes that can be highly sophisticated, urgent, and sensitive.

Supervise and check quality for assigned BQ.

Help Deep dive and analyze to find trends and root cause of Process gaps.

Work in tandem with LOB managers to reduce their error rate.

Identify root causes and improvement opportunities in process and policies.

Be a phenomenal communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the Uber get ahead.

In a safety-focused team, it is imperative that you have a deep understanding of the audience that you are catering to, to find the right way to connect with the target audience. Strong, grammatically correct english & Hindi language skills are a must.

Be customer-focused: You are obsessed with customer experience, and instantly build a rapport with the riders and driver-partners by being conscientious, acknowledging the situation, and displaying a genuine willingness to help.

Be a problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding the right solutions no matter how challenging the situation.

Be process compliant: You should know how to balance freedom of expression and process compliance making it easy for riders and driver-partners to feel the Uber love while making it easy to analyze ways to scale support.

• Should be a graduate
• Candidate should be able to communicate effectively in English & Hindi. Ability to speak in any of the other Vernacular such as Bangle, Tamil, Telugu, Kannada will be an added advantage
• Must have experience of a minimum 1 yr, in an Associate or Senior Associate role for external candidates.
• Minimum 6 months of experience of handling higher severity IRT cases is a must for internal candidates

What will you Do!

• Customer emotional intelligence - You have a deep understanding of the user experience and the ability to resolve customer support requests in unique and creative ways.
• Strong written and verbal communication skills including ability to listen effectively and to confidently voice concerns diplomatically.
• Able to establish trust and effective working relationships with others
• Ability to demonstrate multiple resources to advise and support critical decisions
• Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback.
• Adaptability - You are able to adapt to any situation, remain customer centric, and help drive to a resolution.

At Uber, we reinvent the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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 the 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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

• 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

.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world 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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

• 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

.