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.
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
Nice to Have:
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
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