Strategic CX Architect for AI-Powered Premium Support

Grab PH; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork

Job summary

Grab Customer Experience Professional is a high‑impact, strategic role at the intersection of advanced technology, operations strategy, and premium customer experience. You will move beyond transactional support to act as a consultant to Grab's customer service operations.

You will leverage agentic AI, data‑driven insights, and a CSaaS mindset to architect end‑to‑end solutions for complex ecosystem challenges, and collaborate across functions to optimize workflows and outcomes.

Qualifications

• Experience in executive escalations, incident response, service delivery, safety operations, or advanced customer support operations.
• Strategic and agentic mindset with strong problem-solving and judgment in fast-paced situations.
• Familiarity with modern AI ecosystems and workflow tools to improve decision-making and service delivery.

Responsibilities

• Act as the knowledge anchor for frontline operations and translate insights into scalable AI-ready material.
• Bridge Grab Support with cross-functional teams for high-risk customer situations and policy improvements.
• Refine workflows with AI-enabled tools to improve escalation detection, risk triage, and next-best-action guidance.
• Run support as a specialized service for premium, sensitive, and high-risk cases and contribute to service recovery standards.
• Take end-to-end ownership of critical incidents and drive cross-functional containment and permanent fixes.

Skills

Executive Escalations

Incident Response

Service Delivery

Safety Operations

Quality Assurance

Advanced support

Tools

LLMs

Agentic Workflows

Prompt Refinement

Automated Routing

Case Intelligence

Operational Analytics

Job description

Grab Customer Experience Professional is a high‑impact, strategic role at the intersection of advanced technology, operations strategy, and premium customer experience. You will move beyond transactional support to act as a consultant to Grab's customer service operations.

You will leverage agentic AI, data‑driven insights, and a CSaaS mindset to architect end‑to‑end solutions for complex ecosystem challenges, and collaborate across functions to optimize workflows and outcomes.