Senior Safety Investigations Specialist II

Uber; Taguig; Hybrid; PHP 450,000 - 650,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber’s Community Operations team seeks a Safety Investigations Specialist II to serve as a fast, empathetic first responder for urgent safety incidents affecting riders, drivers, and couriers. You will investigate sensitive cases across platforms, document evidence, categorize incidents with precision, and escalate to the Special Investigations Unit to take decisive actions.

This role requires staying calm under pressure, strong emotional intelligence, and the ability to support a global team in

Qualifications

• At least 6 months of customer support experience handling sensitive issues.
• Experience operating in multiple digital modalities and software tools.
• Strong EQ, emotional regulation, communication, problem-solving, critical thinking.
• At least 1 year Safety experience.
• Experience in crisis centers, law enforcement, or social work where establishing trust with individuals in distress is required.
• Experience navigating high-volume, complex databases or contact management systems under tight SLAs.
• A resilient and adaptable mindset that thrives in a collaborative, fast-changing, and high-intensity environment.

Responsibilities

• Support riders, drivers, and couriers during critical moments‑helping turn uncertainty into clarity through empathy, speed, and sound judgment.
• Master multiple complex knowledge bases and contact management systems to document evidence and ensure every incident is categorized with precision.
• Communicate with care and professionalism, even in emotionally charged situations, ensuring all reporting parties feel heard while maintaining investigative integrity.
• Identify patterns and elevate issues that impact safety at scale‑contributing to how our Special Investigations Unit and global teams improve over time.
• Triage Focus: Manage a high‑volume, live queue of sensitive and urgent incidents, performing initial interviews to gather case info and efficiently assigning cases to the right investigators.
• Investigation Focus: Attend to the most critical and urgent incidents (L3‑L4), analyzing evidence across multiple platforms to develop case details and take decisive actions on accounts.
• SME Focus: Act as a multiplier for the team by providing real‑time technical support to agents, monitoring queue health, and delivering training updates to ensure the team stays sharp.

Skills

Customer support

Emotional intelligence

Problem solving

Critical thinking

Job description

Uber’s Community Operations team seeks a Safety Investigations Specialist II to serve as a fast, empathetic first responder for urgent safety incidents affecting riders, drivers, and couriers. You will investigate sensitive cases across platforms, document evidence, categorize incidents with precision, and escalate to the Special Investigations Unit to take decisive actions.

This role requires staying calm under pressure, strong emotional intelligence, and the ability to support a global team in