Safety Investigations Lead: Urgent Support & People Growth

Uber Technologies Inc.; Mabalacat; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Uber Technologies Inc. is seeking a Team Lead for Safety Investigations in the Philippines to guide a team handling urgent and sensitive moments for riders, drivers, and earners. The role focuses on empathy, rapid decision-making, and coaching agents in a high-stakes environment.

The successful candidate will balance speed with care, empower team members, and drive investigations that improve safety outcomes for our community at scale.

Qualifications

• 1 year of urgent customer service support or prior experience handling urgent, sensitive issues.
• 1 year minimum experience of informal leadership or SME experience.
• Proficiency with Google Suite.

Responsibilities

• Support riders, drivers, couriers, and merchants during critical moments with empathy, speed, and sound judgment.
• Lead, coach, and motivate agents navigating sensitive cases to hit performance goals with people at the center.
• Make fast, thoughtful decisions in real time for high-severity safety concerns.
• Communicate with care across varied audiences, keeping stakeholders informed and aligned in emotional situations.
• Identify patterns in incident reports and escalate issues affecting community experience.
• Navigate shifting priorities and high-pressure escalations while maintaining accuracy in investigations.
• Triage Track: stay available for your team by covering the floor and conducting weekly 1-on-1 meetings.
• Investigations Track: lead and develop teams to ensure daily incident reports meet accuracy and clarity.

Skills

Customer service

Leadership

Emotional intelligence

Communication

Problem solving

Tools

Google Suite

Job description

Uber Technologies Inc. is seeking a Team Lead for Safety Investigations in the Philippines to guide a team handling urgent and sensitive moments for riders, drivers, and earners. The role focuses on empathy, rapid decision-making, and coaching agents in a high-stakes environment.

The successful candidate will balance speed with care, empower team members, and drive investigations that improve safety outcomes for our community at scale.