GrabSupport Operations Team Lead

📋 Description

• Lead a support team for Delivery ops (Food/Mart/Express), manage performance.
• Monitor real-time queues and staffing to meet SLAs during peaks or incidents.
• Investigate complex incidents (fraud, outages, mass orders) with cross-functional teams.
• Analyze metrics (FCR, AHT, CSAT, SLA) to identify gaps and drive improvements.
• Conduct 1:1 coaching and develop plans to improve resolution accuracy.
• Maintain SOPs and incident playbooks reflecting current processes.

🎯 Requirements

• Bachelor's degree in Customer Service Management or related field
• 1+ year leading customer support teams with metrics (FCR, AHT, SLA)
• Experience interpreting real-time dashboards and PowerBI for staffing decisions
• Experience investigating complex incidents across multiple stakeholders
• English communication for incident reports, SOPs, and regional coordination
• Data analysis using PowerBI to identify trends and drive improvements

🎁 Benefits

• Term Life Insurance and Medical Insurance
• GrabFlex benefits package tailored to you
• Parental and Birthday leave; LASA volunteering leave
• Grabber Assistance Programme for support
• FlexWork with differentiated hours