Especialista de Atendimento - SSL (Espanhol & Inglês)
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
- Making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
- 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 reported parties
Basic Qualifications
- At least 6 months of customer support experience handling sensitive issues
- Strong emotional regulation, communication, problem-solving, and critical thinking skills
- English & Portuguese Proficiency.
Preferred Qualifications
- At least 1 year of crisis center, law enforcement, or social work experience.
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.