About the Role
The Safety Investigation Specialist is part of the Community Operations team and is responsible for providing timely, professional, and empathetic support during safety-related incidents.
In this role, you will investigate urgent and sensitive cases, help protect customers and partners, enforce platform policies, and collaborate with internal stakeholders to resolve incidents effectively.
The ideal candidate has strong communication, critical-thinking, and problem-solving skills. You should also be able to remain calm and make sound decisions when handling high-pressure situations involving customers, partners, and third parties.
Key Responsibilities
Incident Response and Investigation
- Serve as the first responder for urgent and critical safety incidents.
- Receive, assess, document, and investigate safety-related reports from customers, drivers, couriers, merchants, and third parties.
- Gather relevant information through phone, chat, and email while maintaining empathy and professionalism.
- Analyze case details, review available evidence, and recommend appropriate actions based on company policies and procedures.
- Maintain accurate, clear, and complete case documentation.
Case Management and Triage
- Manage a high volume of sensitive and time-critical cases.
- Prioritize, categorize, and assign cases according to severity and business guidelines.
- Monitor live case queues to ensure cases are resolved or escalated promptly.
- Coordinate with internal investigation teams and relevant stakeholders on complex cases.
Stakeholder Collaboration
- Work closely with internal teams, legal departments, insurance partners, operations teams, and external authorities when required.
- Communicate investigation findings clearly and provide recommendations for case resolution.
- Support cross-functional initiatives focused on improving safety processes and operational efficiency.
Continuous Improvement
- Identify recurring issues and trends, and provide insights that may improve safety policies, workflows, and the overall customer experience.
- Stay updated on company policies, investigation procedures, and support tools.
- Participate in quality reviews, process updates, training sessions, and other improvement initiatives.
Qualifications
Required Qualifications
- At least 6 months to 2 years of experience in customer support, customer service, investigations, case management, or contact center operations.
- Experience handling sensitive, urgent, or escalated customer concerns.
- Strong verbal and written communication skills.
- Excellent analytical, critical-thinking, and problem-solving abilities.
- High emotional intelligence and the ability to remain calm under pressure.
- Strong attention to detail and documentation skills.
- Ability to manage multiple cases in a fast-paced environment.
Preferred Qualifications
- Experience in investigations, fraud prevention, trust and safety, risk operations, crisis response, law enforcement, insurance claims, or social work.
- Experience interviewing customers, witnesses, or third parties to gather relevant information.
- Experience in stakeholder management and cross-functional collaboration.
- Familiarity with CRM systems, ticketing platforms, and case management tools.
Language Requirements for Bilingual Roles
Candidates must have business-level proficiency in English and at least one of the following languages:
- Japanese
- Mandarin
- Cantonese
Candidates must be able to assist customers through phone, chat, and email in both required languages.
Experience reviewing customer interactions, localizing knowledge-base content, or supporting multilingual operations is an advantage.
Key Competencies
- Customer-focused, empathetic, and professional.
- Strong conflict-resolution and de-escalation skills.
- Excellent decision-making and investigative abilities.
- Effective stakeholder management and teamwork.
- Ability to work independently while maintaining accuracy and quality.
- Resilient and adaptable in a high-volume, fast-paced environment.
Work Environment
Able to maintain professionalism, sound judgment, and emotional resilience when managing difficult cases.
Willingness to work on a rotating 24/7 shift schedule, including weekends and public holidays.
Comfortable handling sensitive or potentially distressing content, including accident reports, explicit images, and emergency situations.