Grab Customer Experience Professional

Job description

Get to Know the Team The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey. Get to Know the Role The Grab Customer Experience Professional is a high-impact, strategic role designed for an agile problem-solver who operates at the intersection of advanced technology, operational strategy, and premium customer experience. Moving entirely away from transactional, ticket-based support, you will act as a consultant to the business's customer service operations. You will leverage agentic AI capabilities , data-driven insights, and a Customer Support as a Service (CSaaS) mindset to architect end-to-end solutions for complex ecosystem challenges. You are empowered to think on your feet, proactively optimize workflows, and enable cross-functional teams—transforming customer support from a cost center into a value-driven strategic asset. The Critical Tasks You Will Perform Subject Matter Expert (SME) : Act as the authoritative knowledge anchor for key frontline operations. Generate insights from high-risk case management and root-cause analyses into scalable, AI-ready material. This position is the critical link between complex problem resolution and proactive frontline enablement. Cross-Functional Collaboration : Serve as the executional bridge between Grab Support, Safety, Quality, Product, Engineering, Legal, and business leaders for high-risk customer situations. Translate executive escalations, regulatory complaints, and serious incident trends into concrete service recovery actions, operating controls, and policy improvements recommendations that protect customer trust and business reputation. Agentic AI & Workflow Optimization : Partner and provide input to Business Process Analysts to refine workflows that strengthen escalation detection, risk triage, response quality, and next-best-action guidance. Leverage case history, sentiment signals, queue behavior, and incident patterns to reduce blind handling and prevent unnecessary reopenings. Customer & Service Obsession : Run support as a specialized service for premium, sensitive, and high-risk cases. Operate and provide feedback on handling frameworks for Executive Escalations and Incident Response on service recovery standards, and high-touch case management. Problem Solving and Improvement : Take end-to-end ownership of critical incidents and escalations, especially when customer safety, regulatory exposure, leadership visibility, or brand risk is involved. Lead fast cross-functional swarming with Operations, QA, Product, Engineering, and partner teams to contain immediate impact, drive fact-finding, and implement permanent fixes through RCA, defect correction, and process redesign. Performance Accountability: Consistently meet or exceed resolution time, DSAT, and escalation volume targets as defined by GS OKRs, contributing to overall team performance against quarterly and annual goals. Smart Planning & Content : Through the help of AI, spot problems before they happen by watching for trends and bad feedback. Create reports and product improvement recommendations (KFPF) to prevent issue recurrence. What Essential Skills You Will Need Experience: Proven experience in Executive Escalations, Incident Response, Service Delivery, Safety Operations, Quality, or advanced customer support operations, with a strong track record of handling complex, high-risk, or leadership-visible cases. Strategic & Agentic Mindset: Strong critical thinking, sound judgment, and structured problem-solving skills. Ability to make high-quality decisions in fast-paced, ambiguous, and high-pressure situations with minimal supervision. AI & Tech Literacy: Familiarity with modern AI ecosystems and workflow tools, including LLMs, agentic workflows, prompt refinement, automated routing, case intelligence, and operational analytics platforms. Ability to apply these tools to improve decision-making and service delivery outcomes. Escalation & Incident Management Capability: Demonstrated ability to immerse in sensitive case handling involving executive complaints, safety incidents, regulatory escalations, service recovery, and cross-functional stakeholder management. Enablement Capabilities: Strong aptitude in knowledge management, quality calibration, or process design that improves frontline handling quality and scales best practices across teams. Executive Presence & Communication: Excellent written and verbal communication skills, with the ability to communicate confidently with senior stakeholders, de-escalate emotionally charged situations, and deliver clear, credible, and empathetic case narratives. Agile & Adaptable: A resilient, forward-thinking professional who thrives in a dynamic environment and treats operational change, ambiguity, and complexity as opportunities to improve customer outcomes and team effectiveness. 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. About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. Guided by The Grab Way and our four core values of Heart, Hunger, Honour, and Humility, we make a lasting difference for Southeast Asia by creating economic empowerment for everyone.