Uber · 1 day ago
Critical Trust & Safety Response Agent
Phoenix, AZ
Full-time
Hybrid
New Grad, Entry Level
$25.90/hr - $25.90/hr
0+ years expUber is seeking a Critical Trust and Safety Specialist for their Phoenix Center of Excellence. The role involves responding to urgent incidents, documenting issues, and providing support to various stakeholders while maintaining emotional intelligence and empathy.
LogisticsMobile AppsRide SharingSoftwareTransportation
Responsibilities
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
Involves triaging, waitlisting and assigning cases to investigators
Attend to the most critical and urgent IRT incidents (L3-L4)
Making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take actions according to the process
Monitor the queue and assignment of cases, provides communications to the team about updates, refresh or training to the team, follows up on line projects
Qualification
Required
At least 6 months of customer support experience handling sensitive issues
Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills
Preferred
At least 1 year of crisis center, law enforcement, or social work experience
Benefits
You will be eligible to participate in Uber's bonus program
May be offered other types of comp
You will also be eligible for various benefits
Company
Uber
Uber develops, markets, and operates a ride-sharing mobile application that allows consumers to submit a trip request.
10001+ employees
H1B Sponsorship
Uber has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (830)
2024 (796)
2023 (684)
2022 (954)
2021 (750)
2020 (638)
Funding
Current Stage
Public CompanyTotal Funding
$35.56BKey Investors
William AckmanPayPalToyota Motor
2025-09-08Post Ipo Debt· $2.25B
2025-05-13Post Ipo Debt· $1B
2025-01-01Post Ipo Equity· $2.3B
Leadership Team
Dara Khosrowshahi
CEO
Prashanth Mahendra -Rajah
Chief Financial Officer
Recent News
2026-01-25
Hindu Business Line
2026-01-24
2026-01-24
Company data provided by crunchbase