Meet the voice behind your emergency customer support calls

Since joining Uber in Costa Rica 4 years ago, Sharon Arroyo, a specialist on Uber’s Urgent Incident Response Team, has provided world-class customer support to hundreds of earners and riders around the globe, helping them resolve a variety of critical safety issues in real-time. She is a compassionate listener and a complex problem solver, who chases solutions and champions safety with fearless optimism. 

I’m just a regular person who, outside of work, is crazy about animals. I absolutely adore my two dogs, Toker and Max – they are my beloved children! They bring so much joy and love into my life, and I can’t imagine a life without them. Besides being a dedicated dog mother almost 24/7, I’m also pursuing my studies in Social Work, which is a field that aligns perfectly with my professional passion for helping others and making a positive impact in the world. 

For several years now, I have also been a volunteer for an amazing non-profit organization in Costa Rica called Excelencia Familiar. They run a shelter for girls who have faced abandonment and vulnerability. It has been such a rewarding experience to be a part of their journey by providing care, advice, and support. Helping these young women overcome their challenges has been one of the most fulfilling experiences of my life.

My journey at Uber began a little over four years ago, and it has been a path full of learning and moments of significant growth. I started on the Incident Response Team (IRT) where I worked on cases involving citations and fines. Later, I moved to IRT Urgent Team, where I had the opportunity to assist with a variety of unique situations faced by both Uber users and earners. Due to the urgency and sensitivity of the issues I help resolve, I always strive to provide solutions in the most humane and empathetic manner possible. I truly believe that each and every person I work with matters, and it is important to listen to every request with a neutral ear in order to make the best decision of care.

Working at COE Costa Rica has been a journey of continuous learning. One of my favorite parts of Uber has been meeting and learning from people who come from a variety of different backgrounds. Uber is a place that values respect and offers constant guidance and opportunities for growth. 

My day-to-day at Uber can be defined as equal parts exciting and challenging. Every hour of every day, I encounter a variety of different scenarios that require me to leverage all of my past experiences to investigate and provide clear and concrete solutions for every party involved.

Our IRT, or incident response team, is located in cities around the world and trained to deal with any critical safety issues that arise, including connecting with law enforcement, if necessary.  In addition, we give riders a dedicated call-back line that provides them with 24/7 access. One of Uber’s values is to Stand for Safety and the IRT LOB highlights how we embed safety into everything we do.

IRT Urgent is a vital line of work at COE Costa Rica and it is where we handle the most sensitive safety cases from around the world. We receive reports from both earners and users, which are thoroughly investigated and addressed in collaboration with the usual in-app processes. Our goal is to ensure the well-being of and enhance the user experience. We intervene promptly in risk situations to prevent their recurrence and provide ongoing support and follow-ups to every person who reaches out.

Every day, I am working with customers and earners who have families, goals, and dreams that they are striving to achieve. Uber is the tool that helps them fulfill these aspirations and provide for their families. With this in mind, it is crucial to approach every report with utmost seriousness, conducting thorough investigations and making fair decisions that benefit all parties involved. This can be challenging but rewarding, as I get to contribute to helping others in the best possible way. A word of encouragement or an empathetic conversation could be the difference between success or failure during an emergency situation, and Uber fosters a supportive environment for this.

Working with people and for people is a daily lesson. Through my journey at Uber, I have learned that every person has a unique background and therefore views a situation from different perspectives. Every interaction with my colleagues has shown me that it is possible to make a difference, no matter how small the decision. It is essential to always provide the best support and guidance we can. We know that the work of safety never stops, yet we can and will challenge ourselves to always be better for the communities we serve.

Uber is a great company where you will encounter daily challenges and opportunities for personal growth. It is an environment built on respect, empathy, and support. My advice is to always be prepared and willing to help, striving to go above and beyond. You can make a difference through both small and large actions. Follow the processes, and never forget your values. 

Interested in joining the Community Operations team? Explore our open roles →