Head, Grab Support Customer Excellence

📋 Description

• You will lead operational excellence across Grab Support teams in Bangkok, partnering with regional
• Oversee customer outcomes, scalable solutions, and AI/automation-driven efficiency.
• Collaborate with Legal, Compliance, Privacy, Safety, Product, and Operations on risk and CX.
• Coach and develop specialist teams; establish escalation governance with BPO partners.
• Use VOC, NPS, and customer insights to drive systemic improvements.

🎯 Requirements

• 6+ years in customer success, CX, or related ops roles.
• Experience leading escalation/high-sensitivity support teams.
• Proficient handling complaints, financial/regulatory/privacy issues.
• Strong empathy with structured problem solving and data-driven journeys.
• Stakeholder management across partners and country/region teams.
• Fluent Thai and English (written and spoken).

🎁 Benefits

• Term Life and Medical Insurance.
• GrabFlex benefits package customization.
• Parental and Birthday leave; LASA volunteering leave.
• Grabber Assistance Programme for life challenges.
• Flexible work arrangements with differentiated hours.