GS - Service Success Specialist
Core
Strategic guardian of Grab's critical customer interactions, owning end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Malaysia and Singapore while driving root cause analysis to prevent recurrence.
Role type
Senior IC Service Success Specialist (Escalations & Governance)
Builds
Operational audit roadmap, documented 'Cures' for executive/regulatory failures, and upstream product/SOP enhancements.
Domain
Ride-hailing/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, vendor management, audit trail maintenance, high-stakes diplomacy, shift flexibility
Preferred skills
Familiarity with Lean/Six Sigma, experience in tech/e-commerce escalations, emotional intelligence, empathy for end-users/drivers/merchants
Technologies
5-Whys framework, KFPF framework, audit tools, sentiment analysis tools
Responsibilities
Resolve high-priority CEO/Executive/Regulatory escalations within 15-minute acknowledgement and 7-day resolution frameworks; perform forensic deep-dives to isolate root causes of process/product failures; draft empathetic executive write-ups and formal statutory responses; translate audit findings into actionable feedback for Product and Operations teams; manage C-suite expectations with data-backed chronologies; facilitate calibration sessions with BPO Team Leads; maintain comprehensive audit trails for regulatory readiness.
Seniority
Mid-Senior, hands-on IC