Head of Trust & Safety Customer Support Operations – 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.
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.
- 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
- 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
- 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
- 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
- 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
