Company Description
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.
Job Description
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 the Operations Team Lead, you will help drive operational excellence, lead a high-performing team, and implement strategic programs to improve our business processes.
This role reports to the Grab Support – Operations Assistant Manager and requires onsite work at our Exquadra Tower office five days a week.
The Critical Tasks You Will Perform
- Lead a team of agents and ensure the team stays up to date with changes in products and tools
- Monitor team performance and OKRs (e.g., CSAT/DSAT, Tickets and backlogs, FCR, Service level agreement)
- Conduct regular 1:1s, quality audits, performance reviews, and coaching sessions
- Foster a positive, collaborative, and customer-centric team culture
- Manage daily workflows and ensure coverage for support channels (e.g., chat, email, phone, and social media)
- Handle escalated customer issues and ensure resolution
- Analyze support metrics; create reports to inform decision-making
- Identify trends and areas of improvement to enhance user experience
- Promote communication between agents and other departments and/or partners
- Provide user feedback and insights to influence product improvements and customer experience strategy
Qualifications
What Essential Skills You Will Need
- At least 2 years supervisory / managerial experience in Customer Service
- Familiarity with payment wallets, cards, lending, and risks operations would be a definite advantage
- Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent user experience
- Experience in peer, agent conflict management & resolution skills
- Experience and skill in areas such as process development, audit, quality management & training, as well as workforce management and reporting are highly desirable
- Analytical and process oriented; ability to problem-solve
- Experience working with customer service tools (e.g., Microsoft D365, NICE)
- Comfortable using productivity tools (e.g., Slack, Google Workspace)
Additional Information
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.