Especialista de Atendimento - Bilíngue

Uber; São Paulo; Presencial; BRL 60 000 - 100 000; Tempo integral

Resumo da oferta

Uber Community Operations is seeking a Safety Investigations Specialist II to act as a first responder, investigating urgent safety incidents and enforcing standards to protect riders, drivers, and couriers. You will balance empathy with analytical rigor to document evidence and secure accounts during high-stakes moments.

You will work in a fast-paced environment, collaborating with global teams to identify patterning, triage incidents, and train agents for continued safety improvements.

Qualificações

• 6+ months of customer support experience handling sensitive issues.
• Experience operating in multiple digital modalities and software tools.
• Strong EQ, emotional regulation, communication, problem-solving, and critical thinking.

Responsabilidades

• Support riders, drivers and couriers during critical moments with empathy and sound judgment.
• Document evidence and categorize incidents accurately across knowledge bases and systems.
• Communicate professionally in emotionally charged situations while preserving investigative integrity.
• Identify patterns and escalate safety-impacting issues at scale.
• Triage high-volume live queue and assign cases to the appropriate investigators.
• Provide real-time technical support to agents and update queue health.

Conhecimentos

Customer support

Sensitive issue handling

Emotional intelligence

Multi-tool proficiency

Ferramentas

CRM systems

Knowledge bases

Case management systems

Descrição da oferta de emprego

About the role and team

Community Operations at Uber is where real people solve real problems in real time. As a Safety Investigations Specialist II, you are a critical first responder for our community, providing fast and empathetic support during the moments that matter most. This isn't a standard support role; you will investigate urgent, sensitive, and critical safety incidents, enforcing safety standards and taking decisive action to secure accounts and protect our users.

The environment is intense, high-stakes, and often emotionally charged. You’ll need to balance deep empathy for individuals in distress with the analytical neutrality required to conduct a thorough investigation. We are looking for people who stay steady under pressure, possess high emotional intelligence, and are motivated by the challenge of making the real world safer for millions of riders, drivers, and couriers.

What you’ll do

• Support riders, drivers, and couriers during critical moments—helping turn uncertainty into clarity through empathy, speed, and sound judgment.


• Master multiple complex knowledge bases and contact management systems to document evidence and ensure every incident is categorized with precision.


• Communicate with care and professionalism, even in emotionally charged situations, ensuring all reporting parties feel heard while maintaining investigative integrity.


• Identify patterns and escalating issues that impact safety at scale—contributing to how our Special Investigations Unit and global teams improve over time.


• Triage Focus: Manage a high-volume, live queue of sensitive and urgent incidents, performing initial interviews to gather case info and efficiently assigning cases to the right investigators.


• Investigation Focus: Attend to the most critical and urgent incidents (L3-L4), analyzing evidence across multiple platforms to develop case details and take decisive actions on accounts.


• SME Focus: Act as a multiplier for the team by providing real-time technical support to agents, monitoring queue health, and delivering training updates to ensure the team stays sharp.

Basic Qualifications

• At least 6 months of customer support experience specifically handling sensitive issues.


• Experience operating in multiple digital modalities and software tools with general computer proficiency.


• Strong EQ, emotional regulation, communication, problem-solving, critical thinking.

Preferred Qualifications

• At least 1 year of crisis center, law enforcement, or social work experience.

Ready to Ride?

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.