Safety Investigations Team Lead II

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

Cleaned Document

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, steady, 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 eliminate issues that impact experience at scale to improve the way we support our community over time.
• Triage Track: Stay present and available for your team of 5-10 Critical Safety Agents by covering the floor, answering questions, and providing real-time feedback on performance.
• Investigations Track: Lead, empower, and develop robust teams of Investigators within a time-sensitive and fast-paced environment, ensuring 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 solve messy, high-impact problems in fast-changing environments.
• Experience navigating tension and influencing without authority to achieve shared goals.
• Strong systems thinking mindset with a focus on improving long-term operational excellence.
• Excellence in active listening and empathetic communication, particularly when dealing with frustrated or upset stakeholders.

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.