Customer Service-Jobs in United States

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know the Team

Payment team is a team that manages OVO's payment business vertical. We are made up of people that work well together and care about one another. If you enjoy working as part of a team and are searching for a place to grow together, we invite you to join our team. You will be reporting to Manager. Working onsite in Jakarta Office.

Plan, execution, and monitoring of all online and offline channels for customer deposits (cash-in) and withdrawals (cash-out), ensuring a seamless, efficient, and secure flow of funds across the e-wallet ecosystem. Track, analysis, create report on KPIs and SLAs for all CICO operations to surface issues and recommend improvements, and partner with Risk and Compliance to implement controls, monitor for suspicious activity, and ensure adherence to AML/KYC requirements.

• Channel Oversight: Conduct daily monitoring and performance management of all Cash-in and Cash-out channels (e.g., agent networks, bank transfers, retail partnerships).
• Liquidity Management: Actively support the optimization of liquidity (float/cash) across the agent and partner network to minimize service failure rates for customers.
• Incident Management: Act as an escalation point for complex operational issues, troubleshooting and resolving Cash-in/Cash-out transaction failures and discrepancies swiftly.
• Partner Management: Maintain operational relationships with banks and third-party payment providers.
• Network Expansion: Support the operational setup, testing, and rollout of new Cash-in/Cash-out partners and channels to expand the service footprint.
• Support: Work together with Product, Technology, Finance, and Customer Service teams to implement enhancements and improve overall customer experience.

The Must-Haves

• Bachelor's degree in Business Administration, Finance, Operations Management, or Engineering.
• Minimum of 5+ years of experience in payments operations, treasury, agent network management, or a similar role within FinTech or Banking.
• Direct experience managing Cash-in and Cash-out (CICO) operations for an e-wallet, mobile money, or payment service provider.
• Advanced Excel and analytics; proficiency with data analysis tools (SQL/querying).
• Communication Skill in English.

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 leave
• We 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

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.

For further information, and to apply, please visit our website via the “Apply” button below.