Head, Grab Support Customer Excellence

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading Super App. From getting your favorite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

You will be responsible for driving operational excellence across these departments by ensuring customer outcomes, building teams, optimizing processes, and using AI and automation to improve efficiency and service quality. This role partners with regional and partners to provide scalable, customer-centric solutions while supporting Grab's business growth and transformation agenda.

The Critical Tasks You Will Perform

• Lead Customer Success and Executive Escalation, complex customer resolution, setting clear standards for complex case handling, customer advocacy, risk management, and resolution quality.
• Lead the enablement team - AI transformation, Process excellence, Knowledge management, Grab Help Center
• Lead the Grab Support Commercial team, overseeing Telesales and GFB Inside Sales to improve sales performance, operational excellence, and sustainable business growth
• Establish strong escalation governance with BPO partners and internal teams to ensure cases are triaged, owned, resolved, and closed with appropriate documentation.
• Use voice of the customer (VOC), NPS, customer satisfaction, complaint, escalation, and repeat-contact insights to identify systemic pain points and prioritise improvements.
• Partner with Legal, Compliance, Privacy, Safety, Product, and Operations teams on sensitive cases and crisis-related customer experience risks.
• Build capability across specialist teams through coaching, calibration, knowledge improvement, and clear development pathways.

Qualifications

What Essential Skills You Will Need

• 6 or more years of experience in customer success, customer experience, complex operations, complaint management, service recovery, or a related field.
• Demonstrated experience leading specialist, Level 2, escalation, or high-sensitivity support teams.
• Experienced in handling customer complaints, safety concerns, financial issues, regulatory or privacy matters, and reputational risk.
• You are able to combine empathy with structured problem solving, using customer and operational data to find causes and improve journeys.
• You have stakeholder management skills, with the ability to coordinate across BPO partners, country teams, regional functions, and policy owners.
• Fluent in Thai and English, both written and spoken.

Good to Have

• Experience in a high-growth technology platform, super-app, e-commerce, financial services, or transportation business.
• Experience with complaint centres, financial support, safety and trust operations, regulatory case management, or customer advocacy.
• Experience designing VOC programs, closed-loop feedback, service recovery, or customer journey improvement.
• Experience using automation, artificial intelligence, or analytics to improve specialist support and customer outcomes.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.