**#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 an outstanding 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** Community Operations is the heart and soul of our **#BuildWithHeart** approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber! **About the Role** Incidence Response Specialists are passionate about supporting Carshare and Retn users after possibly their worst-ever Uber experience. They create advocates out of the most frustrated users, looking for unique and empathetic ways to solve problems and create a positive experience for drivers, riders, eaters, and delivery partners. This includes direct engagement by calling and end-to-end handling of some of the most urgent incidents. **Your Impact in Role:** - End-to-end handling of some of the most critical incidents/accidents in the Uber Car Share platform across Australia and the United States. - Understand the critical nature of the incidents that you are handling, and have the ability to exercise risk mitigation to de-escalate fraught conversations in real-time - Take ownership of escalated cases across our critical line of business, challenging yourself to solve the most complicated and sensitive problems our users face - Practice empathy with frustrated and often emotionally distressed users and turn their negative experiences into positive ones. #CustomerObsession **The Experience You’ll Bring:** - Work experience in investigations, outbound calling and customer service industries - Customer-focused and has a deep understanding of the user experience and the ability to resolve critical incidents in an empathetic and customer-centric way - Investigative and truth-seeking mindset, adopting a curious and analytical mindset to find facts and a full understanding of the situation - Exceptional eye for detail, carefully checking everything, knowing that even a small error could lead to potential risk - Flexible and adaptable to change 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. 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).