GrabSupport Operations Team Lead
Core
Lead a high-volume support team for Grab's Delivery operations (Food, Mart, Express), managing escalations, operational risks, and service quality for consumers, merchants, and driver-partners.
Role type
Senior IC Team Lead (Customer Support Operations)
Builds
Reliable end-to-end support journey for Grab's delivery ecosystem
Domain
Ride-hailing and food delivery (Superapp) in Southeast Asia
Deliverable
client delivery
Required skills
Team leadership, incident investigation, data analysis, root-cause analysis, process improvement, stakeholder coordination, shift management
Preferred skills
Experience with PowerBI, Microsoft Dynamic 365, Confluence
Technologies
PowerBI, Microsoft Dynamic 365, Confluence
Responsibilities
Monitor real-time queue volumes and staffing levels; investigate complex incidents including fraud and merchant outages; analyze performance metrics (FCR, AHT, CSAT, SLA); conduct 1:1 coaching sessions; perform root-cause analysis on recurring issues; maintain SOPs and incident playbooks
Seniority
Senior, hands-on IC
