Critical Trust & Safety Response Agent

Critical Trust & Safety Response Agent Department: Community Operations Team: Support Operations Location: Phoenix, United States Type: Full-Time **About the Role** As a Critical Trust and Safety Specialist within the Phoenix Center of Excellence (201 E. Washington St., Phoenix, AZ), you will work with a high level of urgency - utilizing strong emotional intelligence as a first responder for our most critical incidents. Investigators will need to balance emotional self-regulation with empathy in all communications, while also coordinating case creation through fact gathering via phone outreach. Careful attention to following support logic and skilled case organization/documentation will be a vital part of the role. _This is a hybrid role requiring you to be on-site at our Phoenix Center of Excellence office approximately 60% of your scheduled shifts._ **What the Candidate Will Need / Bonus Points** **What the Candidate Will Do** - 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 _Triage, Investigation and/or SME tracks:_ _Triage Focus: (L3/L4 cases)_ - 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 platfo