Investigators are there first to protect Uber, and then next to protect the customer. Our job is to keep the tone of our conversations with customers and drivers so that Uber is not held liable.

Lilli Flores, a former agent with Uber’s Special Investigations Unit, 80 specialized workers who are supposed to figure out what went wrong during some of the worst incidents on Uber rides, from a Washington Post special report. (Washington Post — September 26, 2019)