Safety Investigations Specialist II - MNL ANZ RegSupport

About the role and team

Community Operations at Uber is where real people solve real problems in real time. As a Safety Investigations Specialist II, you are a critical first responder for our community, providing fast and empathetic support during the moments that matter most. This isn't a standard support role; you will investigate urgent, sensitive, and critical safety incidents, enforcing safety standards and taking decisive action to secure accounts and protect our users.

The environment is intense, high-stakes, and often emotionally charged. You’ll need to balance deep empathy for individuals in distress with the analytical neutrality required to conduct a thorough investigation. We are looking for people who stay steady under pressure, possess high emotional intelligence, and are motivated by the challenge of making the real world safer for millions of riders, drivers, and couriers.

What you’ll do

• 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 escalate 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.

Basic Qualifications

• 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.

Preferred Qualifications

• 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.