Head of Trust & Safety Customer Support Operations

Head of Trust & Safety Customer Support Operations inDrive Operations, Customer Service Posted on Mar 19, 2026 Apply now 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. Department Customer Service and Experience Employment Type Full Time Location Cyprus Address Limassol, Limassol Workplace type Hybrid Key Responsibilities 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 Qualifications 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 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 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 Benefits & Conditions 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 About inDrive inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world's top ride-hailing apps, now with 360M installs across 48 countries. Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities. Ready to ignite your inner drive? Apply Now Our Hiring Process Stage 6: Final Interview Stage 7: Background Check & Compliance Review Stage 8: Offer Stage 9: Hired Stage 1: Applied Stage 2: Talent Acquisition Interview Stage 3: Hiring Manager Interview Stage 4: Tech interview Stage 5: Home Task Stage 6: Final Interview Stage 7: Background Check & Compliance Review Stage 8: Offer Stage 9: Hired Stage 1: Applied Stage 2: Talent Acquisition Interview Stage 3: Hiring Manager Interview Stage 4: Tech interview Stage 5: Home Task Stage 6: Final Interview Stage 7: Background Check & Compliance Review Stage 8: Offer Stage 9: Hired Not quite right? Register your interest to be notified of any roles that come along that meet your criteria. Register Your Interest Apply now See more open positions at inDrive