Head, Grab Support Customer Excellence
Core
Drive operational excellence in customer success, executive escalation, and commercial sales teams to improve service quality and business growth.
Role type
Senior leadership head of customer support and commercial operations
Builds
Scalable customer-centric solutions, AI-enabled support processes, and sales performance improvements
Domain
Super-app platform, Southeast Asia, customer experience, financial services
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Leading specialist/escalation teams, complex complaint and risk management, stakeholder management, data-driven problem solving, AI/automation strategy
Preferred skills
High-growth tech platform experience, complaint center operations, VOC program design, service recovery
Technologies
AI, automation, analytics
Responsibilities
Lead Customer Success and Executive Escalation, Lead enablement team for AI and process excellence, Lead Commercial team for sales performance, Establish escalation governance with partners, Use VOC insights to identify systemic pain points, Partner with Legal/Compliance/Safety/Product teams, Build capability across specialist teams
Seniority
Senior, hands-on IC
