TL;DR

Head of Trust & Safety Customer Support Operations (Ride-hailing): Leading global safety incident management functions with an accent on handling high-severity events across multi-regional platforms. Focus on building scalable, automated, and data-driven incident lifecycles to reduce risks and improve user safety.

Location: Hybrid role based in Almaty, Kazakhstan

Company

inDrive is a global ride-hailing and mobility platform operating in 48 countries with a mission to challenge injustice through fair pricing and people-first services.

What you will do

  • Lead and manage a large, multi-cultural global team across different regions and time zones.
  • Own the end-to-end incident management lifecycle from intake to resolution for high-severity events.
  • Drive proactive incident reduction through safety initiatives and prevention programs.
  • Implement automation and standardized processes to improve speed, consistency, and auditability.
  • Develop analytics frameworks to guide decision-making and continuous process improvement.
  • Partner with Product, Engineering, Legal, and Risk teams on cross-functional safety initiatives.

Requirements

  • Proven experience in Trust & Safety or Incident Management within on-demand platforms.
  • Significant experience managing large teams (100+ employees) in a global environment.
  • Strong analytical mindset with a track record of using metrics for process optimization.
  • English proficiency: Fluent (written and spoken) is required.
  • Availability: Must be willing to work primarily within European time zones.
  • Demonstrated success in building and scaling operational workflows.

Nice to have

  • Experience with ML-supported decision systems.
  • Background in scaling safety operations across multiple countries.
  • Experience working with external BPO partners.
  • Proven ability to design safety prevention and risk reduction programs.

Culture & Benefits

  • Comprehensive health and life insurance coverage.
  • Flexible work environment with a hybrid schedule.
  • Access to diverse internal training programs and professional development funding.
  • Provision of all necessary work equipment.
  • Opportunity for high-impact ownership in a mission-driven global company.