Head of Trust & Safety Customer Support Operations

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