Safety Investigations Specialist I

About the Role

As a Safety Investigations I Agent, you'll be on the front lines, efficiently handling our most critical incidents. Your focus will be on delivering excellent customer service, ensuring accuracy, and resolving cases in a timely manner. You'll work hand-in-hand with our internal teams - like Communications, Trust & Safety, Insurance, and Legal. Your coordination will be key in resolving high-severity incidents according to our protocols, always keeping external customer service and expectations in mind.

What You Will Do

• Manage a high volume of Safety Incidents : Respond to a live stream of sensitive incoming safety cases via phone and messaging.
• Document Thoroughly : Accurately report and document issues with all involved parties using various platforms.
• Master Systems : Become proficient with our knowledge bases and contact management systems (Bliss, Jira)
• Engage : Communicate professionally with drivers, riders, eaters, delivery partners, claimants, third parties, and Stakeholders regarding platform-related incidents.
• Provide Empathetic Support : Offer effective support to those reporting incidents, asking detailed questions to fully grasp the situation.
• Categorize Accurately : Classify incidents with the correct classification, preparing them for detailed review by our Special Investigations Unit.

Basic Qualifications