GrabSupport Operations Team Lead

Job description

Get to Know the Team At Grab, our Support team helps consumers, merchants, and driver-partners resolve issues. Within Deliveries, the Food and Mart support team manages high-volume operations, escalations, and continuous improvement across the end-to-end support journey. We partner with Operations, Quality, Training, Workforce Management, Product, and regional teams to deliver reliable support at scale. Get to Know the Role You'll report into the Assistant Manager, Grab Support and based onsite at GSC Phnom Penh office. You'll lead a support team responsible for Delivery operations (Food, Mart, Express), owning team performance, staffing readiness, and service quality. You will ensure accurate resolution of customer, rider, and merchant issues, manage escalations and operational risks, coach agents to improve performance metrics, and partner with cross-functional teams to reduce repeat incidents and improve business outcomes. As a Team Lead, you should also be comfortable to take on rotating shifts. The Critical Tasks You will Perform You'll monitor real-time queue volumes and staffing levels, reallocating resources to maintain service level agreements during peak periods and high-severity incidents. You'll investigate complex incidents including fraud cases, chargebacks, large merchant outages, and mass order failures, coordinating with Rider Operations, Merchant Success, Payments, Product, Engineering, and Legal teams to resolve issues within defined timeframes. You'll analyze first-contact resolution rates, average handle time, customer satisfaction scores, and Service Level Agreement (SLA) adherence data to identify performance gaps and implement corrective actions. You'll conduct structured 1:1 sessions with team members, reviewing quality assurance feedback and creating targeted development plans to improve individual case resolution accuracy. You'll perform root-cause analysis on recurring support issues, documenting findings and leading process improvements to prevent repeat incidents. You'll maintain team standard operating procedures and incident response playbooks, ensuring documentation reflects current processes. What Essential Skills You will Need To perform the tasks above, you will need: Qualification: Bachelor's Degree in Customer Service Management or related fields At least 1 year leading customer support or contact center teams with direct responsibility for achieving operational metrics (FCR, AHT, SLA), as you'll manage agents and be accountable for daily queue performance. Experience interpreting real-time dashboards and workforce management systems to make resourcing decisions during high-volume periods, as you'll monitor inbound queues and adjust staffing allocations to meet target response times. Experience investigating complex operational incidents involving multiple stakeholder groups, as you'll coordinate responses to fraud, merchant outages, and mass order failures across Operations, Payments, Product, and Legal teams. Coach staff using quality assurance data , as you'll deliver 1:1 feedback and create development plans to improve first-contact resolution rates. English communication skills for documenting incident reports, writing standard operating procedures, and coordinating with regional stakeholders across Southeast Asia. Data analysis capability to identify trends in case volume and resolution quality , as you'll interpret operational data (PowerBI) to perform root-cause analysis and implement process improvements. Hands-on experience with ticketing systems and knowledge base platforms (such as Microsoft Dynamic 365, or Confluence), as you'll maintain SOPs, update incident playbooks, and ensure accurate case documentation. 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. 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.