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Full-time
Term Life Insurance, Medical Insurance, GrabFlex benefits package, Parental leave, Birthday leave, Volunteering leave
Posted 8d ago
~40 hrs/week
Responsibilities
You will lead customer success, executive escalation, and commercial support teams to drive operational excellence and business growth. The role involves leveraging AI, automation, and data insights to optimize processes and improve service quality across the organization.
Requirements
Candidates must have 6 or more years of experience in customer success, complex operations, or complaint management. Proficiency in both Thai and English is required, along with demonstrated experience in leading specialist teams and managing sensitive customer issues.
Full job description
Company Description
About Grab and Our Workplace
Grab is Southeast Asia's leading Super App. From getting your favorite 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.
Job Description
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.
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.
Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone.
At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs:
Heart
We work together as OneGrab to serve communities in Southeast Asia
Hunger
We work to understand ground truths and drive improvements, big and small
Honour
We keep our word and steward our resources wisely to build and sustain trust
Humility
We are a constant work-in-progress, and we never stop learning to get better
Offices: 3 Media Close, Grab HQ #01-03/06, Singapore, Singapore 138498, SG · 28 Sin Ming Lane, Midview City #01-143, Singapore, Singapore 573972, SG · 12th Floor Grab Office Wilcon, IT Hub 2251 Chino Roces Ave, Makati, Metro Manila 2251, PH · Unit TB-12, Level 12, Tower B Plaza 33, No 1, Jalan Kemajuan, Seksyen 13, Petaling Jaya, Selangor 46200, MY · H-08-01, Empire City, Menara PHB (Menara H), Empire City, No 8, Jalan Damansara, PJU 8, Petaling Jaya, Selangor 47820, MY
How many Management & Leadership jobs are open in Bangkok, Thailand right now?
There are currently 1,757 open management & leadership positions in Bangkok, Thailand listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Management & Leadership roles in Bangkok, Thailand?
Companies currently hiring include Agoda, Marriott International Hotels, Inc., JLL, CP AXTRA PUBLIC COMPANY LIMITED, Mirpuri Group USA - PANDORA Jewelry Division, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Management & Leadership jobs in Bangkok, Thailand?
Yes — 378 of the 1757 open management & leadership positions offer remote or hybrid work (56 remote, 322 hybrid).
How do I apply for Management & Leadership jobs in Bangkok, Thailand?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.