Safety Investigations Team Lead II

Uber; Taguig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Uber in Manila is seeking a Team Lead for Safety Investigations to guide a fast-paced, empathetic operations team that supports riders, drivers, couriers, and merchants during critical moments.

You will coach and empower a team of agents and investigators, ensuring incident reports are accurate and clear, while driving improvements in safety and customer experience at scale.

Qualifications

• 1 year of urgent customer service support or prior experience handling urgent, sensitive issues.

Responsibilities

• 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 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.

Skills

Urgent support

Leadership

Google Suite

24/7 availability

Emotional intelligence

Stakeholder management

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, 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 elevate 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.