Strategic CX Architect & AI Optimizer

GrabTaxi Holdings Pte. Ltd.; Pasig, Hinoba-an; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

Flexible work hours

Job summary

GrabTaxi Holdings Pte. Ltd. is seeking a high-impact Customer Experience Professional in the Philippines to transform customer support into a strategic asset.

You will act as a consultant to customer service operations, leverage agentic AI capabilities, and drive end-to-end solutions across complex ecosystem challenges. The role emphasizes proactive improvement, cross-functional collaboration, and premium service delivery.

Qualifications

• Experience in executive escalations and incident response.
• Strong decision-making in fast-paced environments.
• Ability to manage high-risk cases with cross-functional teams.
• Exposure to AI-enabled service delivery and analytics.

Responsibilities

• Act as the knowledge anchor for frontline operations.
• Bridge Grab Support with Safety, Quality, Product, and Legal for high-risk cases.
• Collaborate to refine workflows and escalation detection.
• Lead specialized service for premium, high-touch cases.
• Own critical incidents from containment to permanent fixes.

Skills

Executive escalations

Incident response

Service delivery

Safety operations

Quality calibration

Executive presence

Agile mindset

AI workflows

Tools

LLMs

Agentic workflows

CRM systems

Job description

GrabTaxi Holdings Pte. Ltd. is seeking a high-impact Customer Experience Professional in the Philippines to transform customer support into a strategic asset.

You will act as a consultant to customer service operations, leverage agentic AI capabilities, and drive end-to-end solutions across complex ecosystem challenges. The role emphasizes proactive improvement, cross-functional collaboration, and premium service delivery.