Executive Escalations & Service Quality Specialist

Grab; Petaling Jaya; On-site; MYR 134,000 - 234,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental Leave

Birthday Leave

Volunteering Leave

Grabber Assistance

FlexWork Hours

Job summary

Grab is seeking a GS - Service Success Specialist based in Petaling Jaya for a two-year fixed-term contract. You will own end-to-end resolutions for high-severity escalations across MYSG, working with Legal, Public Affairs, and Compliance teams to craft executive write-ups and regulatory responses.

You'll conduct forensic deep-dives using the 5-Whys framework, identify root causes, and drive preventive fixes across the operations while maintaining thorough audit trails and stakeholder

Qualifications

• 3+ years handling critical/high-severity escalations, executive responses, or RCAs in a tech/e-commerce setting.
• Proficient in 5-Whys root-cause analyses, sentiment data analysis, and diagnostic rubrics.
• Strong written English and Bahasa with ability to craft executive summaries and regulatory correspondence.
• Familiar with Lean, Six Sigma, RCA, and continuous improvement frameworks.
• High emotional intelligence with calm under pressure and strong user experience focus.
• Empathetic approach toward end-users, drivers, and merchant partners.
• Excellent cross-functional partnership skills and diplomatic stakeholder management.
• Able to work rotating shifts, weekends, holidays.

Responsibilities

• Take ownership of end-to-end resolutions for CEO/Executive/Regulatory escalations across MYSG.
• Adhere to 15-minute acknowledgement and 7-day resolution frameworks.
• Draft empathetic, risk-mitigated executive write-ups and formal responses with Legal/PA/Compliance teams.
• Ensure root-cause is addressable to prevent recurrence across MYSG operations.
• Perform forensic deep-dives to isolate true sources of failures.
• Identify critical safety risk scenarios and assess risk protocols.
• Translate audit findings into actionable feedback for product and operations.
• Advocate for system/tool updates needed by frontline agents.

Skills

Escalation management

5-Why analysis

Sentiment analysis

Executive communications

Process improvement

Cross-functional collaboration

Bilingual English/Bahasa

Shift work flexibility

Tools

Lean Six Sigma tools

Root Cause Analysis tools

Job description

Grab is seeking a GS - Service Success Specialist based in Petaling Jaya for a two-year fixed-term contract. You will own end-to-end resolutions for high-severity escalations across MYSG, working with Legal, Public Affairs, and Compliance teams to craft executive write-ups and regulatory responses.

You'll conduct forensic deep-dives using the 5-Whys framework, identify root causes, and drive preventive fixes across the operations while maintaining thorough audit trails and stakeholder