How a small team in Hyderabad listens to, addresses SOS complaints

If you are riding an Uber cab and decide to raise a ‘ticket’ (or complaint) on an accident or an altercation with the driver or sounds an urgent or not so urgent safety issue, one among the 300-member team, backed by technology tools, would attend to it.

The safety response CoE is part of Uber’s bigger tech CoE which houses 1,100 employees taking care of issues such as maps.

Apart from English, Hindi, Bengali, the Uber staff would converse in six other major regional languages in three shifts. A social media team would vet and replies to the complaints or feedbackon social media, when users post them by tagging Uber.