Grab Support - Operations Team Lead

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

The Grab Support PH team works with senior leaders across the organization to lead impactful projects that enhance our customer experience. We value collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners.

Get to Know the Role

As a Team Leader, you will help manage and motivate a team of customer support representatives, ensuring exceptional service delivery for Grab's users and partners.

This role reports to the Grab Support – Operations Manager and requires onsite work at our Exquadra Tower office five days a week.

The Critical Tasks You Will Perform

• Lead and mentor customer support representatives to foster a positive work environment.
• Oversee daily team operations, including scheduling, performance monitoring, and quality assurance.
• Develop strategies to enhance customer satisfaction and team efficiency.
• Analyze feedback and metrics to identify improvements and implement action plans.
• Collaborate with multiple teams to resolve complex issues and improve service delivery.
• Conduct team meetings and training on policies, procedures, and best practices.
• Handle escalated customer issues and make decisions on complex cases.
• Ensure compliance with Grab's policies, procedures, and service standards.

What Essential Skills You Will Need

• 3+ years of experience in customer support or a related field, with 1+ years of experience
• Bachelor's degree in Business Administration, Communications, or a related field
• Ability to lead, motivate, mentor team members
• Proven problem-solving abilities in an agile environment
• Proficiency in customer service management tools and reporting systems
• In-depth knowledge of Grab's products and services
• Experience in the ride-hailing or food delivery industry is advantageous in performing the role
• Understanding of customer service best practices and main performance metrics
• You can work in rotating shifts and on weekends and public holidays.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.