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 recurring defects.
Role type
Senior IC service success specialist (escalations & root cause analysis)
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
5-Whys root cause analysis, executive/regulatory correspondence drafting, process improvement methodologies (Lean/Six Sigma), cross-functional stakeholder management, data-backed chronology creation, vendor calibration facilitation, high-stakes emotional intelligence
Preferred skills
Familiarity with BPO vendor management, experience with Grab's KFPF framework, ability to work rotating shifts
Technologies
None explicitly stated
Responsibilities
Own end-to-end resolution of CEO/Executive/Regulatory 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/Operations; manage C-suite expectations with data-backed gap identifications; facilitate calibration sessions with BPO Team Leads; maintain comprehensive audit trails for regulatory readiness.
Seniority
Mid-Senior, hands-on IC