Head of Grab Support, Thailand

{"@context":"https://schema.org","@type":"JobPosting","title":"Head of Grab Support, Thailand","description":"\u003Cp\u003E\u003Cstrong\u003EAbout Grab and Our Workplace\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EGrab is Southeast Asia\u0027s leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we\u0027ve 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.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Team\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe Grab Support TH team partners with senior leaders across the organization to lead and lead impactful projects that enhance our customer experience, serving as a vital face for the brand and user retention. We operate at the intersection of strategy and execution \u2014 combining deep local market understanding with regional best practices to deliver world-class experiences for consumers and partners.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EGet to Know the Role\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EAs Head of Grab Support \u2013 Thailand, you will lead the end-to-end customer experience strategy and operations for one of Grab\u0027s key growing and dynamic markets. You will lead a team of specialists, managers, and support professionals, while serving as the primary operational partner with our BPO teams.\u003C/p\u003E\u003Cp\u003EThis is more than an operations leadership role. You will shape the future of how Grab supports its customers in Thailand \u2014 setting bold goals, breaking systemic barriers, and translating local insights into frameworks that influence regional strategy. This is an onsite role based in our Bangkok, Thailand office, reporting to the Head of Grab Support.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EThe Critical Tasks You Will Perform\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ECX Strategy \u0026amp; Market Ownership\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EYou will lead Thailand\u0027s CX vision across all Grab product verticals, operating as the local steward of Grab\u0027s regional world-class experience strategy\u003C/li\u003E\u003Cli\u003EYou will synthesize VOC, CSAT, NPS, and escalation data to identify systemic pain points and design solutions that resolve them at scale \u2014 not just treat symptoms\u003C/li\u003E\u003Cli\u003EYou will represent Thailand\u0027s CX voice in regional and country leadership forums, contributing to cross-market guides and influencing regional strategy with ground-level insights\u003C/li\u003E\u003Cli\u003EYou will benchmark against global CX leaders and latest technologies, translating best practices into Grab-specific frameworks and operating models\u003C/li\u003E\u003Cli\u003EYou will position Thailand\u0027s support function as an active contributor to user retention and revenue growth\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EBPO Operational Performance\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EYou will serve as the accountable in-country owner of BPO operational performance \u2014 translating regional vendor governance frameworks into local execution excellence, driving day-to-day performance management, quality calibration, and escalation resolution.\u003C/li\u003E\u003Cli\u003EYou will guide vendor accountability through weekly rigorous review cadences, holding BPO partners to quality and efficiency standards aligned with regional benchmarks\u003C/li\u003E\u003Cli\u003EYou will provide market-specific inputs into regional capacity planning, headcount forecasting, and ramp decisions\u003C/li\u003E\u003Cli\u003EYou will oversee local QA execution, training delivery, and performance calibration with regional quality frameworks\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EOperational Excellence \u0026amp; AI-Led Transformation\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EYou will lead Thailand\u0027s transition to an AI-enabled, digital-first support model \u2014 driving adoption of automation and AI tools across in-house and BPO teams\u003C/li\u003E\u003Cli\u003EChampion AI-powered and automated service journeys as strategic levers\u003C/li\u003E\u003Cli\u003EYou will drive Thailand\u0027s shift to data-driven operations\u003C/li\u003E\u003Cli\u003EYou will pilot bold, CX models, moving fast on validated experiments and scaling what works across the market\u003C/li\u003E\u003Cli\u003EEnsure achievement of SLAs, quality metrics, and OKRs through disciplined resource management and proactive risk mitigation\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003ECross-Functional Leadership \u0026amp; Stakeholder Alignment\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EYou will collaborate with country and regional teams to lead local user first policies and influence without authority across a matrixed organization while secure commitment to shared CX outcomes even in the face of competing priorities.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EPeople Leadership \u0026amp; Capability Building\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003ELead, inspire, and grow a high-skilled in-house team \u2014 creating an environment where specialists are stretched, developed, and retained\u003C/li\u003E\u003Cli\u003EBuild and sustain a structured capability development roadmap for in-house talent with a deliberate focus on providing the team with the skills to excel in an AI-augmented environment\u003C/li\u003E\u003Cli\u003EExtend capability-building rigor to BPO partner talent pipelines, setting standards for training, and performance elevation in partnership with the Regional BPO team\u003C/li\u003E\u003Cli\u003EHold self, team, and fellow leaders accountable to outcomes \u2014 not just baseline targets\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat Essential Skills You Will Need\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E10\u002B years in customer experience, customer success, or CX operations leadership \u2014 with preference for experience in high-growth tech platforms, super-apps, or digital-native businesses\u003C/li\u003E\u003Cli\u003EDemonstrated experience managing CX strategy (not just operations) \u2014 including journey mapping, VOC programme design, and closed-loop feedback mechanisms\u003C/li\u003E\u003Cli\u003EExperienced in managing large, blended workforces (in-house specialists and BPO vendors) across multiple business departments\u003C/li\u003E\u003Cli\u003EExperienced working within or alongside regional BPO governance structures\u003C/li\u003E\u003Cli\u003EBackground in CX transformation or change management \u2014 leading organisations through technology adoption, process redesign, or operating model shifts\u003C/li\u003E\u003Cli\u003EExperience connecting support operations to commercial outcomes \u2014 whether through retention, telesales, or revenue-linked CX programmes\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003ECapabilities\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EExpert-level systems thinking: able to identify root causes of chronic CX failures and design durable, scalable solutions\u003C/li\u003E\u003Cli\u003EData fluency \u2014 comfortable managing CSAT, NPS, AHT, FCR, and operational cost metrics; able to translate data into strategic decisions and build real-time operational visibility\u003C/li\u003E\u003Cli\u003EProficiency with CX and support tooling (e.g. Salesforce Service Cloud, PowerBI, Microsoft D365) and demonstrated experience leading AI-assisted service delivery model adoption\u003C/li\u003E\u003Cli\u003EStakeholder management and orchestration skills \u2014 able to bridge functions, promote alignment, navigate disagreement, and secure commitment across country, regional, and global team members\u003C/li\u003E\u003Cli\u003EFluent in Thai and English, both written and spoken\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026#xa0;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ELife at Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe care about your well-being at Grab, here are some of the global benefits we offer:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EWe have your back with \u003Cstrong\u003ETerm Life Insurance \u003C/strong\u003Eand comprehensive \u003Cstrong\u003EMedical Insurance.\u003C/strong\u003E\u003C/li\u003E\u003Cli\u003EWith \u003Cstrong\u003EGrabFlex, \u003C/strong\u003Ecreate a benefits package that suits your needs and aspirations.\u003C/li\u003E\u003Cli\u003ECelebrate moments that matter in life with loved ones through \u003Cstrong\u003EParental\u003C/strong\u003E and \u003Cstrong\u003EBirthday leave\u003C/strong\u003E, and give back to your communities through \u003Cstrong\u003ELove-all-Serve-all (LASA)\u003C/strong\u003E volunteering leave\u003C/li\u003E\u003Cli\u003EWe have a confidential \u003Cstrong\u003EGrabber Assistance Programme\u003C/strong\u003E to guide and uplift you and your loved ones through life\u0027s challenges.\u003C/li\u003E\u003Cli\u003EBalancing personal commitments and life\u0027s demands are made easier with our FlexWork arrangements such as differentiated hours\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cstrong\u003EWhat We Stand For at Grab\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EWe 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.\u003C/p\u003E","identifier":"REF5275X","mainEntityOfPage":"https://www.grab.careers/en/jobs/744000125251544/head-of-grab-support-thailand/","url":"https://www.grab.careers/en/jobs/744000125251544/head-of-grab-support-thailand/","datePosted":"2026-05-08","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Grab","url":"https://www.grab.com/sg/","logo":"https://www.grab.careers/images/logo.svg"},"industry":"Other Teams","jobLocation":{"@type":"Place","name":"Bangkok","address":{"@type":"PostalAddress","name":"Bangkok","addressCountry":"Thailand","addressLocality":"Bangkok","streetAddress":"Muang Thai - Phatra Complex Building"}}}