Call Center Representative - Critical Safety

About the company

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO). We understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

About the role

As a Critical Safety Agent, you will ensure high-quality and safe experiences for both drivers and riders in a rideshare business. This role involves handling difficult calls, so not everyone will qualify. You will assist drivers and riders who have lost items or are experiencing safety issues, embedding safety measures into every aspect of the platform. You will provide support and empathy during challenging situations, ensuring the well-being of both drivers and riders.

Some of your work may include interacting with riders and drivers who are in distress, agitated, or in danger. Examples of these situations may include, but are not limited to:

• Incorrect or unsafe pick-up/drop-off locations
• Sexual comments or advances
• Racial slurs or bias
• Unhygienic vehicles (dirty, foul smell, etc.)
• Inebriated callers reporting various concerns
• Car accidents, including collisions with other vehicles and/or pedestrians
• Assault (sexual or physical)
• Undisclosed or improper locations
• Medical emergencies
• Distress, including suicidal thoughts or actions

Exposure to disturbing situations is unavoidable. Some individuals may be at risk for developing distress, mental health symptoms, or, in rare instances, Secondary Traumatic Stress. TaskUs reserves the right to reassign Critical Safety Agents to other projects based on staffing needs, employee performance, and other considerations.

Responsibilities

• Provide empathetic support to customers, actively listening and addressing their concerns.
• Resolve problems efficiently by gathering and documenting details, using resources, and escalating when necessary.
• Maintain clear communication, setting expectations, providing accurate information, and upholding professionalism.
• Follow up with customers in a timely manner, keeping them informed of their case status.
• Take ownership and accountability for each interaction and its outcome to ensure customer satisfaction.
• Represent the brand positively, adhering to company policies and ethical standards.
• Collaborate effectively both independently and with teams to resolve issues and improve processes.
• Document interactions and case details accurately while maintaining confidentiality.
• Stay updated on policies, participate in training, and suggest process improvements.
• Adhere to all relevant laws, regulations, and company protocols.

Requirements

• High School Diploma or GED.
• Typing speed of 25+ words per minute.
• Excellent verbal and written communication skills.
• Successful completion of standardized hiring assessments.
• Willingness to work flexible hours as needed to support operational requirements.

Preferred Qualifications

• 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating a strong ability to establish rapport.
• 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch), showcasing the ability to remain composed and think critically in high-pressure situations.
• Exceptional attention to detail, organizational skills, and follow-up capabilities.
• Willingness to learn and a curious mindset.
• Tenacity to consistently prioritize doing what is right, even in challenging circumstances.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability.

Wellbeing and Support

TaskUs devotes considerable resources to the wellbeing of its employees. As a Critical Safety Agent, you will have access to:

• Counseling or coaching sessions to ensure awareness of wellness resources and job adjustment.
• Skills-based resiliency trainings.

The Resiliency and Wellness Team actively works on primary prevention of mental health concerns through direct practice efforts, e-learning, skills training, and outreach. Programs aim to raise awareness about psychological issues, challenge ideas contributing to social inequity, and empower employees to use their voices in a healthy and productive way.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off including vacation, sick leave, and holidays.

Pay

The base salary range for this position is $29,120.00 - $41,600.00 per year across US locations. Actual salary will be determined based on various factors including the candidate's qualifications, experience, skills, and specific geographic location.