Safety Investigations Specialist II

Uber; Fatih; On-site; TRY 180,000 - 280,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits package

Job summary

Uber Technologies Inc. in Turkey is seeking a Safety Investigations specialist to join the Community Operations team.

You will act as a first responder for urgent incidents, conduct empathetic interviews, and document cases across multiple platforms to secure accounts and support affected riders, drivers, and partners. Responsibilities include reviewing incidents, categorizing cases for further investigation, navigating CRM and knowledge bases, and maintaining thorough communications under tight

Qualifications

• Proficiency in Turkish and English is required.
• At least 6 months of customer support experience handling sensitive issues.
• Experience operating in multiple digital modalities and software tools with general computer proficiency.
• Strong EQ, emotional regulation, communication, problem-solving, critical thinking.
• Experience in crisis centers, law enforcement, or social work where establishing trust with individuals in distress is required.
• Strong critical thinking and problem-solving skills with a willingness to figure out the best path forward when answers aren't immediate.
• 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

• Review incoming urgent incidents and act as a first responder in a reported incident.
• Report & document issues with reporting parties using various platforms.
• Master multiple knowledge bases and contact management systems.
• Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform.
• Ask thorough questions to sufficiently understand incident details, establish an empathetic relationship, and ensure thorough documentation of the conversation.
• Categorize incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate.
• Demonstrate excellent interpersonal skills and ability to establish trust.
• Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature.
• Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information.
• Make detailed investigations, using various support platforms (email, phone) to develop case details, analyze evidence, and take actions according to the process.

Skills

Turkish language

English language

Customer support

Empathy

Crisis handling

Communication

Tools

CRM software

Knowledge bases

Case management systems

Job description

About the role and team

The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. The Safety Investigations team provides fast and empathetic support to customers during critical moments. We help impacted users by investigating urgent incidents, enforcing safety standards, and taking decisive action to secure accounts, as well as report accurate data and insights to improve safety for all of Uber's customers.

What you’ll do

• Under supervision, review incoming urgent and critical incidents and act as a first responder in a reported incident
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Respond to drivers, riders, eaters, couriers, claimants, third parties, and internal stakeholders related to incidents / accidents that occur in connection with the Uber platform
• Appropriately supports reporting parties, asks thorough questions in order to sufficiently understand the details of the incident, establishes an empathetic relationship, and ensures thorough documentation of the conversation
• Categorizes incidents / accidents with appropriate contact types for Special Investigations Unit to further investigate
• Demonstrate excellent interpersonal skills and ability to establish trust
• Manage a high volume, live queue of sensitive incidents and accidents that are often urgent or critical in nature and may involve explicit photos and/or verbal statements
• Perform thorough interviews with reporting parties using various support platforms (email, phone) to efficiently gather case information
• Making detailed investigations, using various support platforms (email, phone) to develop case details, analyze evidence, and take actions according to the process

Basic Qualifications

• Proficiency in Turkish and English is required.
• At least 6 months of customer support experience specifically handling sensitive issues.
• Experience operating in multiple digital modalities and software tools with general computer proficiency.
• Strong EQ, emotional regulation, communication, problem-solving, critical thinking.
• Experience in crisis centers, law enforcement, or social work where establishing trust with individuals in distress is required.
• Strong critical thinking and problem-solving skills with a willingness to figure out the best path forward when answers aren't immediate.
• 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.

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

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.