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

Join our dynamic Grab Support team dedicated to empowering Grab Partners—drivers, passengers, and merchants—by ensuring they have the best experience with our products.

Be the go-to expert for handling service inquiries and resolving conflicts, always delivering exceptional customer service.

Build meaningful relationships and participate in community-building programs to support and grow our vibrant network of partners.

Get to Know the Role

The Grab Support Team Lead oversees and improves our support operations. You will report into the Head of GrabSupport, Expansion Region (Myanmar & Cambodia) and work onsite on shift rotation from Monday to Sunday in the Grab Phnom Penh office .

The Critical Tasks You Will Perform

You will lead and monitor the Grab Support (GS) team to ensure that quality standards and performance targets are met.You will lead Internal Response Time (IRT) L2 and Grab Pay operations, handling incidents and payment-related issues.You will collaborate with BPO and Quality Assurance (QA) teams, enhancing team performance.You will oversee BPO operations, ensuring collaboration and performance.You will handle 2nd level escalations from BPO, providing resolutions and support.You will improve the GS tools and systems for an enhanced support experience.

Qualifications

What Essential Skills You Will Need

You have at least 4 years of relevant experience, and a Bachelor's Degree or equivalent in English, Writing, Communications, or a related fieldYou are proficient in English and Burmese to communicate with Burmese speakers.You can manage multiple support tools and systems, and improve them to enhance overall support experience.You have experience leading a team to achieve the set quality standards and performance targets.Experience in project management to handle and oversee diverse operations in support.

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 leaveWe 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.