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Grab Support Head Lead

2 weeks ago

Pasig, National Capital Region, Philippines GrabTaxi Holdings Pte. Ltd. Full time

About Us and Our Vision

GrabTaxi Holdings Pte. Ltd. is a leading superapp in Southeast Asia, offering a wide range of services from food delivery to transportation. We are committed to building an inclusive and equitable workplace that provides equal opportunity for employees to grow and perform at their best.

We are seeking a seasoned professional to join our team as the Head of Grab Support - Philippines. As the person in this role, you will be responsible for leading a high-performing team of customer support agents, managers, and partners to deliver world-class customer experiences across all touchpoints.

The Key Responsibilities

  • You will lead the development of consumer and partner-centric strategies to enhance user experience at every touchpoint.
  • You will analyze local customer feedback and identify opportunities for improvement, leading changes when necessary.
  • You will collaborate with country, regional, and operations teams to incorporate strategies and gain insights into improvement opportunities.
  • You will evaluate personnel to ensure efficient operations and achievement of business metrics.
  • You will ensure achievement of service level agreements, quality, and OKRs through management of teams, partners, and resources.

What Essential Skills and Qualifications You Will Need

  • You will have 8+ years of experience in a customer-centric environment, such as customer support, customer success, telesales, or related fields in the services industry.
  • You will have experience managing large teams, motivating, coaching, and inspiring team members to achieve excellent service experiences.
  • You will have experience and skill in areas such as process development and audit, quality management and training, and workforce management and reporting.
  • You will be analytical and process-oriented, able to problem-solve, and perform well in complex situations.
  • You will have experience with budget ownership and management.
  • You will be fluent in English and the local language, both oral and written.