Grab Customer Experience Professional
Core
Strategic consultant for customer service operations, acting as an SME for high-risk escalations and incident response while leveraging agentic AI to optimize workflows and transform support into a strategic asset.
Role type
Senior IC Customer Experience Professional (Strategic Operations & AI)
Builds
End-to-end solutions for complex ecosystem challenges, scalable AI-ready materials, and permanent process fixes for critical incidents.
Domain
Ride-hailing & Superapp (Southeast Asia) / Customer Support Operations / AI & Workflow Optimization
Required skills
Executive Escalation Management, Incident Response, Root Cause Analysis (RCA), Agentic AI & LLM proficiency, Workflow Optimization, Cross-functional Stakeholder Management, Service Recovery, Knowledge Management, Process Design, Data-driven Decision Making
Preferred skills
Experience with CSaaS mindset, Safety Operations, Regulatory Compliance, Prompt Engineering, Operational Analytics
Technologies
LLMs, Agentic Workflows, Automated Routing, Case Intelligence Platforms, Operational Analytics Tools
Responsibilities
Generate insights from high-risk case management for AI readiness; Translate executive escalations and regulatory complaints into service recovery actions and policy improvements; Partner with BPA to refine escalation detection and next-best-action workflows; Lead cross-functional swarming for critical incidents involving safety or brand risk; Create reports and product improvement recommendations to prevent issue recurrence.
Seniority
Senior, hands-on IC with strategic scope
