About the role
Head of Trust & Safety Customer Support Operations Department: Customer Service and Experience Employment Type: Full Time Location: Kazakhstan Description 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