GS - Service Success Specialist at Grab (~$132k/year)

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Take full ownership of end-to-end resolution for CEO, Executive, and Regulatory Compliance
Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
Partner with Legal, Public Affairs, and Regional Compliance teams to draft empathetic
Ensure identified defects can never recur for another user across MYSG operations.
Perform forensic deep-dives into high-severity cases to isolate the true 'Single Source of Truth'
Identify 'Red Flag' operational scenarios and evaluate risk protocols.

3+ years of experience handling critical and high-severity Escalations, Executive Response, or Root
Demonstrated ability to execute 5-Whys root-cause analyses, analyze sentiment data, and diagnose
Exceptional written (English and Bahasa) and professional diplomacy.
Familiarity with process improvement methodologies (e.g., Lean, Six Sigma, Root Cause Analysis).
High emotional intelligence and calm under high-stakes executive pressure.
Deep empathy for end-users, drivers, and merchant partners.

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