Grab Customer Experience Professional

Get to Know the Team

The Grab Support (GS) PH team values collaboration and a customer-centric approach in delivering world-class experience to our consumers and partners. Our focus is on continuous improvement, driven by a commitment to business process optimization, digital innovation, and strategic vendor management. We are responsible for ensuring our operations are efficient, scalable, and resilient, empowering our support agents to deliver exceptional experiences in every Grab journey.

Get to Know the Role

The Grab Customer Experience Professional is a high-impact, strategic role designed for an agile problem-solver who operates at the intersection of advanced technology, operational strategy, and premium customer experience. Moving entirely away from transactional, ticket-based support, you will act as a consultant to the business's customer service operations. You will leverage agentic AI capabilities, data-driven insights, and a Customer Support as a Service (CSaaS) mindset to architect end-to-end solutions for complex ecosystem challenges. You are empowered to think on your feet, proactively optimize workflows, and enable cross-functional teams—transforming customer support from a cost center into a value-driven strategic asset.

The Critical Tasks You Will Perform

• Subject Matter Expert (SME): Act as the authoritative knowledge anchor for key frontline operations. Generate insights from high-risk case management and root-cause analyses into scalable, AI-ready material. This position is the critical link between complex problem resolution and proactive frontline enablement.
• Cross-Functional Collaboration: Serve as the executional bridge between Grab Support, Safety, Quality, Product, Engineering, Legal, and business leaders for high-risk customer situations. Translate executive escalations, regulatory complaints, and serious incident trends into concrete service recovery actions, operating controls, and policy improvements recommendations that protect customer trust and business reputation.
• Agentic AI & Workflow Optimization: Partner and provide input to Business Process Analysts to refine workflows that strengthen escalation detection, risk triage, response quality, and next-best-action guidance. Leverage case history, sentiment signals, queue behavior, and incident patterns to reduce blind handling and prevent unnecessary reopenings.
• Customer & Service Obsession: Run support as a specialized service for premium, sensitive, and high-risk cases. Operate and provide feedback on handling frameworks for Executive Escalations and Incident Response on service recovery standards, and high-touch case management.
• Problem Solving and Improvement: Take end-to-end ownership of critical incidents and escalations, especially when customer safety, regulatory exposure, leadership visibility, or brand risk is involved. Lead fast cross-functional swarming with Operations, QA, Product, Engineering, and partner teams to contain immediate impact, drive fact-finding, and implement permanent fixes through RCA, defect correction, and process redesign.
• Performance Accountability: Consistently meet or exceed resolution time, DSAT, and escalation volume targets as defined by GS OKRs, contributing to overall team performance against quarterly and annual goals.
• Smart Planning & Content: Through the help of AI, spot problems before they happen by watching for trends and bad feedback. Create reports and product improvement recommendations (KFPF) to prevent issue recurrence.

Function: Customer Service
Experience Level: Associate