Safety Investigations Lead — Empathy-Driven Ops

Uber Technologies Inc.; Taguig; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

Uber Technologies Inc. in Metro Manila is seeking a Team Lead for Safety Investigations within Community Operations.

You will guide a team that provides fast, empathetic support to riders, drivers, earners, and merchants during critical moments, balancing speed with care. You’ll develop leaders, coach agents on sensitive cases, and ensure real-time decisions meet safety and quality standards while maintaining a people-first approach in a high-paced environment.

Qualifications

• 1 year of urgent customer service support.
• 1 year minimum experience of informal leadership or SME experience.
• Proficiency in Google Suite.
• Schedule flexibility for a 24/7 environment.
• Basic English language proficiency.
• Strong EQ, emotional regulation, communication, problem-solving, critical thinking, stakeholder management, project/program management.

Responsibilities

• Support riders, drivers, couriers, and merchants during critical moments with empathy, speed, and sound judgment.
• Lead, coach, and motivate employees navigating sensitive cases to meet performance goals while centering people.
• Make fast, thoughtful decisions in real time, especially for high-severity safety concerns.
• Communicate with care across varied audiences to keep stakeholders informed and aligned.
• Identify patterns in incident reports to improve support at scale over time.
• Triage Track: oversee a team of 5-10 Critical Safety Agents with real-time feedback.
• Investigations Track: lead and develop Investigators to ensure accurate incident reports.

Skills

Urgent support experience

Leadership experience

Google Workspace

Schedule flexibility

English proficiency

Emotional intelligence

Tools

Google Suite

Job description

Uber Technologies Inc. in Metro Manila is seeking a Team Lead for Safety Investigations within Community Operations.

You will guide a team that provides fast, empathetic support to riders, drivers, earners, and merchants during critical moments, balancing speed with care. You’ll develop leaders, coach agents on sensitive cases, and ensure real-time decisions meet safety and quality standards while maintaining a people-first approach in a high-paced environment.