Safety Investigations Team Lead I

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

About the role and team

Community Operations at Uber is where real people solve real problems in real time. As a Team Lead for Safety Investigations, you will lead a team that provides fast and empathetic support to riders, drivers, and earners during their most critical and sensitive moments. This role is about more than managing metrics; it is about empowering and investing in the continued success of your agents to build the next wave of leaders at Uber.

The pace here is intense, the stakes are high, and the answers aren’t always clear. You will need to stay calm under pressure, balance empathy with action, and make decisions that move quickly—and with care. If you are sharp, resilient, and motivated by meaningful service at scale, this is where you will grow.

What you’ll do

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


• Lead, coach, and motivate employees navigating sensitive cases and a fast-paced environment to deliver on performance goals while keeping people at the center of every interaction.


• Make fast, thoughtful decisions in real time, especially when the path forward for a high-severity safety concern isn’t predefined.


• Communicate with care and professionalism across varied audiences, ensuring stakeholders remain informed and aligned even in emotionally charged situations.


• Identify patterns in incident reports and elevate issues that impact the community experience to improve how we support our users at scale.


• Navigate the messiness of shifting priorities and high-pressure escalations while maintaining a high bar for accuracy and sufficiency in investigations.


• Triage Track: Stay present and available for your team of 5-10 Critical Safety Agents by covering the floor, answering questions, and hosting weekly 1-on-1 meetings.


• Investigations Track: Lead, empower, and develop robust teams of Investigators within a time-sensitive environment to ensure daily incident reports meet the bar for accuracy and clarity.

Basic 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 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.

Preferred Qualifications

• Proven ability to stay steady and lead teams through high-ambiguity or high-pressure situations.


• Experience navigating tension and influencing without authority across diverse stakeholder groups.


• Strong systems thinking mindset with a focus on improving long-term operational impact.


• Excellence in active listening and empathetic communication, particularly when resolving conflicts.