Customer Escalations & Service Success Specialist

Grab; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab's GS Service Success team in Malaysia seeks a Service Success Specialist to own high-priority escalations across MYSG. Based in Petaling Jaya on site, you will apply forensic analysis to identify root causes and draft risk-mitigated executive write-ups for Legal, Public Affairs, and Compliance.

This two-year fixed-term role requires 3+ years of experience with critical escalations, fluency in English and Bahasa, and strong process improvement skills.

Qualifications

• 3+ years handling high-severity escalations, executive response, or RCA/auditing in tech/e-commerce.
• Experienced with 5-Whys RCA, sentiment analysis, and diagnosing operational rubrics.
• Excellent written English and Bahasa; capable of drafting executive summaries and regulatory letters.
• Familiar with Lean, Six Sigma, RCA and continuous improvement frameworks.
• High emotional intelligence; remains calm under pressure and protects user experience.
• Empathy for end-users, drivers, and merchant partners; advocate for fairness and operational integrity.
• Strong cross-functional partnerships; able to build trust across matrixed stakeholders.
• Able to work rotating shifts, weekends and public holidays.

Responsibilities

• Own end-to-end resolution of CEO/Executive/Regulatory escalations across MYSG.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Collaborate with Legal, Public Affairs, and Regional Compliance on write-ups and responses.
• Prevent recurrence by ensuring defects don't recur across MYSG operations.
• Perform forensic deep-dives to identify root causes.
• Identify red-flag operational scenarios and assess risk protocols.
• Translate audit findings into actionable feedback for product and SOPs.
• Advise on systemic fixes and help prioritize updates with Grab stakeholders.
• Manage end-to-end execution of the audit roadmap; document cures.
• Collaborate with BPI and Systems leads on post-fix validation.
• Maintain records and audit trails for regulatory readiness.
• Facilitate calibration sessions with BPO Team Leads.
• Bridge vendor and Grab teams with policy/tool updates.
• Manage expectations by delivering data-backed chronologies and gaps.

Skills

Escalations management

5-Whys RCA

Bilingual English/Bahasa

Process improvement (Lean Six Sigma)

Cross-functional collaboration

Emotional intelligence

Shift work weekends holidays

Job description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. Guided by The Grab Way and our four core values of Heart, Hunger, Honour, and Humility, we make a lasting difference for Southeast Asia by creating economic empowerment for everyone.

Get to Know the Team

As a member of our GS Service Success team, you will operate as an operational "Fixer" at the intersection of Quality Assurance, Governance, and Process Engineering. We are a tenacious, high-impact team dedicated to protecting Grab's brand reputation, safeguarding customer trust, and driving continuous operational excellence across Malaysia and Singapore.

Get to Know the Role

As a GS - Service Success Specialist, you will act as the strategic guardian of Grab's most critical customer interactions. You will take full ownership of high-priority CEO, Executive, and Regulatory Compliance escalations across MYSG operations. Beyond direct case resolution, your core mission is to execute forensic deep-dives. You will identify root causes using the 5-Whys framework, and feed insights directly into operations. This will help eliminate recurring defects via the Keep Fixed Problem Fixed (KFPF) framework.

You will report to the Service Success Manager and you will be based in Petaling Jaya, where the company will have you working onsite.

Contract Duration

This is a two-year fixed-term contract position.

The Critical Tasks You Will Perform

• You will take full ownership of end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia.
• You will strictly adhere to the 15-minute acknowledgement and 7-day resolution frameworks.
• You will partner with Legal, Public Affairs, and Regional Compliance teams to draft empathetic, risk-mitigated executive write-ups and formal statutory responses, preventing brand fallout and regulatory penalties.
• You will go beyond closing tickets by taking accountability to ensure an identified defect can never recur for another user across MYSG operations.
• You will perform forensic deep-dives into high-severity cases. Your goal is to isolate the true "Single Source of Truth" behind process, product, or rubric failures.
• You will identify "Red Flag" operational scenarios (e.g., critical safety risks) and evaluate whether existing risk protocols are robust enough to protect the ecosystem.
• You will translate forensic audit findings and user sentiment into actionable feedback, recommending upstream product enhancements and SOP revisions to Product, BPI, and Operations teams.
• You will act as an advisory catalyst for systemic fixes, providing operational leads with the intelligence needed to prioritize fixes without implementing the process engineering directly.
• You will own the end-to-end execution of the operational audit roadmap, ensuring every executive or regulatory failure leads to a documented "Cure" that is tracked for long-term effectiveness.
• You will collaborate with BPI and Systems leads during post-fix validation to confirm that deployed process patches or system updates have permanently eliminated the escalation root cause.
• You will maintain comprehensive records, chronologies, and audit trails for all high-risk cases to guarantee full regulatory readiness and internal governance compliance.
• You will facilitate calibration sessions with BPO Team Leads and frontline partners, being a collaborator to align vendor execution with Grab's "North Star" quality standards.
• You will serve as the tactical feedback bridge between vendor teams and internal Grab stakeholders, advocating for system tools and policy updates that frontline agents need.
• You will manage C-suite and leadership expectations by delivering clear, data-backed chronologies and gap identifications that explain "The Why" behind critical operational failures.

What Essential Skills You Will Need

• You have 3+ years of experience handling critical and high-severity Escalations, Executive Response, or Root Cause Analysis/Auditing within a tech/e-commerce environment.
• You have demonstrated ability to execute 5-Whys root-cause analyses, analyze sentiment data, and diagnose broken operational rubrics.
• You have exceptional written (English and Bahasa) and professional diplomacy, with the capability to draft clear executive summaries and formal regulatory correspondence.
• You have familiarity with process improvement methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) and continuous improvement frameworks.
• You have high emotional intelligence, remain calm under high-stakes executive pressure, and are fiercely protective of the user experience.
• You have deep empathy for end-users, drivers, and merchant partners, with an unwavering commitment to advocating for fairness and operational integrity in high-friction scenarios.
• You have exceptional cross-functional partnership skills, with a proven ability to build trust, navigate matrixed stakeholder environments, and drive consensus across competing priorities with diplomatic tact.
• You can work in rotating shifts and on weekends and public holidays.

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

What we stand for at Grab

We 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.