Job Description

Head of Trust & Safety Customer Support Operations

Department: Customer Service and Experience

Employment Type: Full Time

Location: Kazakhstan

We are looking for a Head of Trust & Safety Customer Support Operations to lead our global Safety Incident Management function. This role is responsible for how safety-related incidents - including accidents, injuries, and other high-severity events - are handled across the platform.
You will lead a large, globally distributed team and build scalable, data-driven, and automated processes that ensure incidents are resolved quickly, consistently, and fairly, while also reducing their overall occurrence through proactive initiatives.
This is a senior leadership role with high ownership, cross-functional collaboration, and significant impact on user safety and platform trust.

Key Responsibilities

• Lead and manage a large global, multi-cultural team across multiple regions and time zones.
• Own the end-to-end incident management lifecycle: intake, triage, investigation, decision-making, escalation, and resolution
• Ensure high-quality handling of safety-related incidents, including criminal cases, serious misconduct, accidents, and emergencies
• Drive incident reduction through proactive safety initiatives, prevention programs, and effective corrective actions
• Build and maintain scalable, standardized, and auditable processes for incident management
• Develop analytics and reporting frameworks to support data-driven decision-making
• Identify and implement automation opportunities to reduce manual work and improve speed, consistency, and quality
• Partner closely with Product, Engineering, Legal, Policy, Risk, and Operations teams on safety-related initiatives
• Lead continuous improvement through root cause analysis, process optimization, and quality controls

Qualifications

• Proven experience in Safety Operations / Trust & Safety / Incident Management within Ride-Hailing, Delivery, Mobility, or similar on-demand platforms
• Experience managing large global teams (100+ employees) in a multi-regional, multi-cultural environment
• Demonstrated success in process optimization and automation of operational workflows
• Strong analytical and data-driven mindset with experience using metrics to guide decisions
• Excellent leadership, communication, and stakeholder management skills
• Fluent English, both written and spoken
• Ability and willingness to work primarily within European time zones

Nice to Have:

• Experience working with automated or ML-supported decision systems
• Experience scaling safety or incident operations across multiple countries
• Experience working with external vendors or BPO partners
• Background in building prevention programs for safety or risk reduction

Why Join Us:

• Lead a mission-critical global safety function with real impact on people’s lives
• High level of ownership and autonomy
• Opportunity to build and scale systems used globally
• Work with senior leadership and cross-functional teams
• Competitive compensation and growth opportunities

Benefits & Conditions

• Health insurance with life insurance included
• Hybrid work mode and flexible schedule
• Diverse internal training programs
• Partially or fully paid additional training courses
• All necessary work equipment