Head of Customer Excellence - Grab

This role drives operational excellence across customer support departments by ensuring positive customer outcomes and building high-performing teams. You will partner with regional stakeholders to provide scalable, customer-centric solutions that support Grab's business growth and transformation agenda. The position focuses on optimizing processes and leveraging AI and automation to improve service quality and operational efficiency.

You will lead critical initiatives including Customer Success and Executive Escalation, overseeing complex case handling and customer advocacy. The role involves managing the enablement team to drive AI transformation and process excellence, as well as leading the Grab Support Commercial team to improve sales performance and sustainable business growth through Telesales and GFB Inside Sales.

• Lead Customer Success and Executive Escalation teams to handle complex cases and set clear resolution standards
• Manage the enablement team to drive AI transformation, process excellence, and knowledge management
• Lead the Grab Support Commercial team to oversee Telesales and GFB Inside Sales for business growth
• Establish strong escalation governance with BPO partners and internal teams to ensure proper case triage and ownership
• Use customer insights from VOC, NPS, and complaint data to identify systemic pain points and prioritize improvements
• Partner with Legal, Compliance, Privacy, Safety, Product, and Operations teams on sensitive cases and crisis management
• Build capability across specialist teams through coaching, calibration, and clear development pathways

• 6 or more years of experience in customer success, customer experience, or complex operations
• Demonstrated experience leading specialist, Level 2, escalation, or high-sensitivity support teams
• Proven experience handling customer complaints, safety concerns, financial issues, and regulatory matters
• Ability to combine empathy with structured problem-solving using customer and operational data
• Strong stakeholder management skills to coordinate across BPO partners, country teams, and regional functions
• Fluent in Thai and English, both written and spoken

• Experience in a high-growth technology platform, super-app, e-commerce, or financial services business
• Background in complaint centers, financial support, safety and trust operations, or customer advocacy
• Experience designing VOC programs, closed-loop feedback, and customer journey improvement
• Familiarity with automation, artificial intelligence, or analytics to improve support outcomes

1. Apply

2. Video or phone interview with a recruiter

3. Assessments and/or technical competency interview

4. Culture match interview to discuss career vision and working style