TL;DR

Head Of Trust & Safety Customer Support Operations (Customer Support): Leading the global safety incident management function for an on-demand platform with an accent on process scalability, automation, and data-driven resolution of high-severity events. Focus on building standardized, auditable incident lifecycles while proactively reducing safety risks across 48 countries.

Location: Must be based in Limassol, Cyprus (Hybrid role).

Company

A global ride-hailing and multi-service platform committed to challenging injustice by prioritizing fair pricing and people-centric solutions in over 48 countries.

What you will do

  • Lead and manage a large, globally distributed multi-cultural team of over 100 employees.
  • Own the end-to-end incident management lifecycle, including triage, investigation, decision-making, and resolution.
  • Develop and maintain scalable, standardized, and auditable processes for high-severity safety incidents.
  • Drive incident reduction through proactive prevention programs and effective corrective actions.
  • Implement automation opportunities to improve operational speed, quality, and consistency.
  • Collaborate cross-functionally with Product, Engineering, Legal, and Risk teams.

Requirements

  • Experience in Trust & Safety or Incident Management within ride-hailing or on-demand platforms.
  • Proven track record of managing large global teams exceeding 100 staff members.
  • Expertise in process optimization and automation of complex operational workflows.
  • Strong analytical mindset for data-driven decision-making and performance reporting.
  • Fluent English proficiency (written and spoken) is required.
  • Availability to work primarily within European time zones.

Nice to have

  • Experience with machine learning-supported decision systems.
  • Background in building risk reduction and safety prevention programs.
  • Experience managing BPO partners or external vendors.

Culture & Benefits

  • Comprehensive health and life insurance coverage.
  • Hybrid work model with flexible scheduling.
  • Access to diverse internal and external training programs.
  • Necessary work equipment provided.
  • High level of autonomy and impact on a global safety mission.