job posting · smartrecruiters
GRAB HOLDINGS LIMITED: Head, Grab Support Customer Operations
Observed on the employer’s careers system, last checked 2026-09-07.
- Employer
- GRAB HOLDINGS LIMITED
- Location
- Chiang Mai
- Category
- Customer Service
- Posted
- 2026-08-10
- Careers system
- smartrecruiters
- Observed
- 2026-09-07
Role description
Verbatim from the employer’s posting, rendered as plain text.
The Critical Tasks You Will Perform Manage Grab support operations in Chiangmai and lead the Customer Escalation Level 2 operating agenda, Lead the Thailand BPO performance agenda, including service level, quality, productivity, customer experience, cost, and risk outcomes. Lead governance cadences with BPO partners, using performance data and root cause analysis to guide corrective actions and sustained improvement. Manage the operating relationship with our BPO partners, including delivery scope, accountability, escalation paths, and operating standards. Provide market inputs into capacity planning, headcount forecasts, ramp decisions, workforce transitions, and business continuity planning. Lead process improvement projects that simplify customer journeys, remove avoidable contacts, and improve consistency across support channels. Coordinate readiness for future scope transitions,…
Provenance
744000142613869