Customer Service Manager jobs in Singapore

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. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

At Grab, our Sales Excellence team focuses on equipping business stakeholders and client‑facing sales teams with the tools, strategies, and processes needed to thrive in an organization built on innovation and collaboration. This team plays a foundational role in empowering our sales organization with efficient systems that drive impactful performance and fuel growth.

Reporting to the Head of Sales Operations, you will play a lead role in shaping and improving Salesforce tools and strategies to meet our current and future business needs. You will help translate business requirements into actionable solutions, guiding teams and stakeholders through collaborative workshops to ensure successful implementations. Additionally, you will drive Sales CRM and Salesforce operational excellence across diverse use cases while fostering alignment between Sales leadership objectives and system functionality.

This is a fully onsite role at our Singapore's One‑North Office and you will be report

• You will define, communicate, and oversee the long‑term vision and strategy for the Sales Operations System team to ensure alignment with broader commercial and company‑wide goals.
• You will lead all phases of Salesforce projects, including gathering requirements, designing solutions, aligning cross‑functional teams, and delivering successful implementations.
• You will manage governance and access protocols for Salesforce, implement standard operating procedures (SOPs), and conduct training sessions across the organization.
• You will optimize Salesforce workflows, troubleshoot system issues, ensure strong account hierarchy design, and maintain high data integrity to support smooth operations.
• You will drive automation initiatives and integrate external tools like PowerBI and ticketing systems to enhance efficiency.
• You will create and manage Salesforce reports, such as revenue dashboards, performance forecasts, and insights that support leadership decision‑making.
• You will collaborate with Sales leadership, ensuring alignment of system projects with strategic goals, enabling scalable solutions to address complex challenges.

• 5+ years of hands‑on experience in Sales Operations, with recognized expertise in Salesforce (Salesforce certifications are beneficial as they validate your proficiency). You should demonstrate significant experience in CRM implementation, configuration, and optimization.
• Advanced communication and stakeholder engagement skills. This is necessary for collaborating across varying organizational levels and ensuring alignment of system solutions with business goals.
• Strong analytical and problem‑solving skills to design creative yet practical solutions for system challenges and meet organizational objectives.
• Proven ability to deliver complex projects involving multiple teams from planning through implementation including success in managing resources effectively.
• Technical familiarity with tools such as Salesforce, automation systems, and PowerBI for reporting and strategy development.
• Demonstrated experience leading and developing successful teams. Leadership should enable functional excellence and foster collaboration.
• Experience in eCommerce, digital products, or technology‑led environments is advantageous for understanding industry‑specific challenges.

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 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.