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.
Grab
Verified employer
Thailand
Grab is always on the lookout for the brightest minds & hardest workers to join our teams across the region. Join Grab & be empowered to make a difference!
Turn your next project into something people can use. At SNOWTEE GLOBAL SERVICE CO., LTD, take part in real projects from user research and prototyping through testing and delivery. Learn through real tasks, explain your decisions and follow through on results. We prioritize candidates currently based in Thailand. Full-time, on-site in Bangkok. Target start by 30 November 2026. Office: Muang Thai-Phatra Complex, Building A, 16th floor. Apply with an English CV and one completed project: the problem, your contribution and the outcome. Contact Christine at [email protected]. Compensation will be discussed with the hiring team.
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.
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