Head of Grab Support, Thailand

Job description

Get to Know the Team The Grab Support TH team partners with senior leaders across the organization to lead and lead impactful projects that enhance our customer experience, serving as a vital face for the brand and user retention. We operate at the intersection of strategy and execution — combining deep local market understanding with regional best practices to deliver world-class experiences for consumers and partners. Get to Know the Role As Head of Grab Support – Thailand, you will lead the end-to-end customer experience strategy and operations for one of Grab's key growing and dynamic markets. You will lead a team of specialists, managers, and support professionals, while serving as the primary operational partner with our BPO teams. This is more than an operations leadership role. You will shape the future of how Grab supports its customers in Thailand — setting bold goals, breaking systemic barriers, and translating local insights into frameworks that influence regional strategy. This is an onsite role based in our Bangkok, Thailand office, reporting to the Head of Grab Support. The Critical Tasks You Will Perform CX Strategy & Market Ownership You will lead Thailand's CX vision across all Grab product verticals, operating as the local steward of Grab's regional world-class experience strategy You will synthesize VOC, CSAT, NPS, and escalation data to identify systemic pain points and design solutions that resolve them at scale — not just treat symptoms You will represent Thailand's CX voice in regional and country leadership forums, contributing to cross-market guides and influencing regional strategy with ground-level insights You will benchmark against global CX leaders and latest technologies, translating best practices into Grab-specific frameworks and operating models You will position Thailand's support function as an active contributor to user retention and revenue growth BPO Operational Performance You will serve as the accountable in-country owner of BPO operational performance — translating regional vendor governance frameworks into local execution excellence, driving day-to-day performance management, quality calibration, and escalation resolution. You will guide vendor accountability through weekly rigorous review cadences, holding BPO partners to quality and efficiency standards aligned with regional benchmarks You will provide market-specific inputs into regional capacity planning, headcount forecasting, and ramp decisions You will oversee local QA execution, training delivery, and performance calibration with regional quality frameworks Operational Excellence & AI-Led Transformation You will lead Thailand's transition to an AI-enabled, digital-first support model — driving adoption of automation and AI tools across in-house and BPO teams Champion AI-powered and automated service journeys as strategic levers You will drive Thailand's shift to data-driven operations You will pilot bold, CX models, moving fast on validated experiments and scaling what works across the market Ensure achievement of SLAs, quality metrics, and OKRs through disciplined resource management and proactive risk mitigation Cross-Functional Leadership & Stakeholder Alignment You will collaborate with country and regional teams to lead local user first policies and influence without authority across a matrixed organization while secure commitment to shared CX outcomes even in the face of competing priorities. People Leadership & Capability Building Lead, inspire, and grow a high-skilled in-house team — creating an environment where specialists are stretched, developed, and retained Build and sustain a structured capability development roadmap for in-house talent with a deliberate focus on providing the team with the skills to excel in an AI-augmented environment Extend capability-building rigor to BPO partner talent pipelines, setting standards for training, and performance elevation in partnership with the Regional BPO team Hold self, team, and fellow leaders accountable to outcomes — not just baseline targets What Essential Skills You Will Need 10+ years in customer experience, customer success, or CX operations leadership — with preference for experience in high-growth tech platforms, super-apps, or digital-native businesses Demonstrated experience managing CX strategy (not just operations) — including journey mapping, VOC programme design, and closed-loop feedback mechanisms Experienced in managing large, blended workforces (in-house specialists and BPO vendors) across multiple business departments Experienced working within or alongside regional BPO governance structures Background in CX transformation or change management — leading organisations through technology adoption, process redesign, or operating model shifts Experience connecting support operations to commercial outcomes — whether through retention, telesales, or revenue-linked CX programmes Capabilities Expert-level systems thinking: able to identify root causes of chronic CX failures and design durable, scalable solutions Data fluency — comfortable managing CSAT, NPS, AHT, FCR, and operational cost metrics; able to translate data into strategic decisions and build real-time operational visibility Proficiency with CX and support tooling (e.g. Salesforce Service Cloud, PowerBI, Microsoft D365) and demonstrated experience leading AI-assisted service delivery model adoption Stakeholder management and orchestration skills — able to bridge functions, promote alignment, navigate disagreement, and secure commitment across country, regional, and global team members Fluent in Thai and English, both written and spoken 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.