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 escalate 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.
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.
Skills Required
- At least 1 year of urgent customer service support or experience handling urgent, sensitive issues
- At least 1 year of informal leadership or subject matter expert experience
- Proficiency in Google Suite
- Schedule flexibility for a 24/7 environment
- Basic English language proficiency
- Strong emotional intelligence and emotional regulation
- Strong communication, problem-solving, and critical-thinking skills
- Stakeholder management and project/program management skills
- Ability to solve messy, high-impact problems in fast-changing environments
- Experience navigating tension and influencing without authority
- Systems thinking focused on long-term operational excellence
- Active listening and empathetic communication skills
Uber Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Uber and has not been reviewed or approved by Uber.
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Parental & Family Support — Policies provide a minimum of fully paid parental leave for all parents and financial support for fertility, adoption, and surrogacy, with added credits to ease the transition. Programs extend to family medical leave and parenting support resources, indicating depth beyond baseline offerings.
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Healthcare Strength — Healthcare coverage is described as comprehensive across many countries, with medical, dental, vision, life, disability, and mental health benefits, plus allowances where direct plans are not available. Wellness programs and reimbursements further reinforce access to care.
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Wellbeing & Lifestyle Benefits — Monthly ride and meal credits, free office meals/snacks, fitness stipends, onsite gyms, and wellbeing reimbursements create meaningful everyday value. Home‑office stipends, travel medical coverage, and counseling support round out lifestyle-oriented perks.
Uber Insights
What We Do
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything. Movement is what we do. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real-time. At the incredible speed of now.
Why Work With Us
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
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