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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, resilient, 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 the community experience to improve how we support our users at scale.
- Navigate the messiness of shifting priorities and high-pressure escalations while maintaining a high bar for accuracy and sufficiency in investigations.
- Triage Track: Stay present and available for your team of 5-10 Critical Safety Agents by covering the floor, answering questions, and hosting weekly 1-on-1 meetings.
- Investigations Track: Lead, empower, and develop robust teams of Investigators within a time-sensitive environment to ensure daily 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 stay steady and lead teams through high-ambiguity or high-pressure situations.
- Experience navigating tension and influencing without authority across diverse stakeholder groups.
- Strong systems thinking mindset with a focus on improving long-term operational impact.
Excellence in active listening and empathetic communication, particularly when resolving conflicts.
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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.
