**#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. ## **About the 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. ## **About the Role** As an ANZ Safety Shift-Lead Specialist, you are the frontline for managing critical inbound escalations across the ANZ Safety landscape. Operating in a high-stakes environment, you’ll triage and direct sensitive user or stakeholder-raised cases, ensuring each is appropriately categorised, prioritised, and routed to the right team. Your role is pivotal to maintaining queue health, supporting the safety specialists operations, and ensuring that service delivery aligns with Uber’s global safety expectations. You’ll partner closely with cross-functional stakeholders and regional teams to drive proactive queue oversight, metrics adherence, and continuous operational improvement. ## **Your Impact in Role** **Triage and Escalation Ownership:** Act as the first point of contact for inbound critical safety escalations from users or internal stakeholders. Carefully review crash-detection escalations, user verbatims and supporting details, determine the nature and urgency of the case, and assign to the relevant ANZ Safety team for resolution - ensuring timely, accurate, and balanced queue distribution. **Queue Oversight & Management:** Own real-time queue management across MNL Urgent, SYD IRT and L4+ teams. Assign safety contact escalations by the users and stakeholders, monitor dashboards and filters, and coordinate across Slack channels to maintain workflow transparency and reduce backlog risk. **Operational Support & Coordination:** Lead handoff management, ensure unresolved or investigators who are out of office with open cases are redirected or reassigned, and provide regular status updates across active filters. Coordinate revision of aging or OOO cases to avoid user impact. **Performance Tracking & Reporting:** Support metric health by ensuring teams can meet key targets, especially around first-action timing and investigation readiness. Assist in managing overnight escalations and flag patterns that could affect regional and global SLAs. **Subject Matter Expertise and Enablement:** Function as a queue SME by supporting ANZ Safety Specialists through communication, tool navigation, and updates. Offer guidance on case movement, hold pattern management, and prioritisation logic. ## **The Experience You’ll Bring:** **Basic Qualifications** - At least 6 months of customer support experience handling sensitive issues - Strong EQ, emotional regulation, communication, problem-solving, and critical thinking skills **Preferred Qualifications** - **Analytical Judgment:** Ability to quickly assess urgency and risk level of escalated verbatim, and apply strong judgment to direct cases to appropriate teams. - **Attention to Detail:** Confident in reviewing incident metadata, categorizing cases, and maintaining accurate dashboard and filter alignment. - **Clear Communication:** Strong written and verbal communication across modalities (Slack, JIRA, chat, email) to align with internal stakeholders and peers. - **Operational Awareness:** Understanding of service-level drivers such as queue pressure, case aging, and capacity constraints, with a mindset for action and escalation prevention. - **Collaborative Approach:** Work closely with regional leaders, L&D, and Safety Investigations Specialists to enable seamless workflows and shared performance goals. Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together. Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. \*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [accommodations@uber.com](mailto:accommodations@uber.com).