Customer Escalations & Service Success Specialist
Core
Strategic guardian of high-priority CEO, Executive, and Regulatory Compliance escalations for Grab in Malaysia and Singapore, performing forensic deep-dives to eliminate root causes and prevent recurrence.
Role type
Senior IC customer escalations and service success specialist
Builds
Operational audit roadmap, documented 'Cures' for executive/regulatory failures, and upstream product/SOP enhancements
Domain
Ride-hailing and food delivery superapp operations in Southeast Asia
Required skills
Root cause analysis (5-Whys), executive communication, regulatory compliance, process improvement methodologies, cross-functional partnership, data-backed reporting, audit trail management, stakeholder calibration
Preferred skills
Experience with Lean/Six Sigma, sentiment analysis, system update validation, vendor team collaboration
Technologies
5-Whys framework, KFPF framework, Lean, Six Sigma
Responsibilities
Own end-to-end resolution of high-severity escalations; execute forensic deep-dives to isolate root causes; draft executive write-ups and formal statutory responses; translate audit findings into actionable feedback for product and operations; manage C-suite expectations with data-backed chronologies; facilitate calibration sessions with BPO leads; maintain comprehensive audit trails for regulatory readiness.
Seniority
Mid-Senior, hands-on IC