Uber’s customer support staff is the company’s first line of defense against driver and rider misconduct. But a BuzzFeed News investigation reveals that during Uber’s transition from a local customer support operation to a global one, these employees worked under conditions that sometimes made it difficult for them to do their jobs.
On the evening of May 19, 2015, Katherine accepted what was to be her last fare as an Uber driver.
A former customer support representative for the ride-hail company, Katherine — who asked to be identified by her middle name to protect her anonymity — hadn’t been driving for Uber for long. In March, her contract as a customer service
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