TL;DR

Incident Management Specialist: Handling and resolving complex user incidents, including conflict situations, harassment, and criminal reports with an accent on service quality and rapid response. Focus on processing administrative requests, analyzing incident data, and providing actionable improvements to reduce incident frequency.

Location: Must be based in Yamoussoukro, Côte d'Ivoire

Company

Global ride-hailing and service platform committed to challenging injustice with 360M installs across 48 countries.

What you will do

  • Interact with customers via phone and email to provide explanations and resolve complaints.
  • Ensure high-quality resolution of sensitive incidents like harassment or criminal activity.
  • Process incoming user requests through administrative panels.
  • Collect and analyze data to improve incident management processes.
  • Provide recommendations for service quality improvements.

Requirements

  • Excellent oral and written communication in English and French.
  • Ability to remain calm and make decisions under high-pressure scenarios.
  • Capability to manage and synthesize large volumes of complex information.
  • Strong initiative and problem-solving skills.
  • Experience handling sensitive incident cases is a plus.

Culture & Benefits

  • Opportunity to contribute to a mission-driven global company.
  • Focus on social impact through the inVision non-profit arm.
  • Exposure to a fast-paced, international tech environment.