GrabSupport Operations Manager

Grab (Thailand) (Chiang Mai, Chiang Mai, Thailand)

Chiang Mai, Thailand

Grab is Southeast Asia’s leading superapp, offering a suite of services consisting of deliveries, mobility, financial services, enterprise and others. Grabbers come from all over the world, and we are united by a common mission: to drive Southeast Asia forward by creating economic empowerment for everyone. At Grab, every Grabber is guided by The Grab Way, which explains our mission and the operating principles on how we can achieve it together. We call these principles the 4Hs: Heart We work together as OneGrab to serve communities in Southeast Asia Hunger We work to understand ground truths and drive improvements, big and small Honour We keep our word and steward our resources wisely to build and sustain trust Humility We are a constant work-in-progress, and we never stop learning to get better

About this position

You will help Grab by identifying and prioritizing customer feedback and creating processes that support operations. This ensures smooth consumer support transactions and meets the performance metrics of the contact centers.

Responsibilities

You Will
• Create positive consumer experiences through voice and non-voice channels (digital).
• Lead Grab Support Operations in processing smooth consumer transactions across different programs and platforms.
• Train a team of Grab support agents, ensuring they meet both productivity and quality in delivering the best experience to Grab consumers and partners.
• Perform daily briefing sessions to communicate and ensure understanding among team members for all product launches.
• Monitor agent attendance and work with planners to ensure optimal schedules, including leaves and overtime.
• Authorize cancellations, refunds, and reimbursements within approved limits.
• Handle escalated cases by performing manager call-backs.
• Work with other teams, such as Payments and DLR, to improve Grab Support-related processes.
• Conduct monthly audits and coaching based on audit outcomes to ensure adherence to all Grab Support processes and standards.
• Manage disciplinary issues, working with HR and agency personnel for fair resolution.
• Prepare monthly reports related to team productivity, quality, feedback, and other required reports for continuous improvement.
• Collaborate with other team managers to resolve pending cases promptly.
• Manage agent performance evaluations and feedback sessions.
• Involved in performance improvement projects to achieve better processes and work toward excellent customer experience.

Requirements

What Skills You Will Need
• At least 5 years of supervisory/managerial experience in a customer-centric environment (e.g., telecommunications, banks, consumer goods, technology, airline, tourism, or hospitality).
• 3+ years of experience leading a contact center operation.
• Proficient in both spoken and written English.
• Experience managing teams, including monitoring, training, motivating, coaching, and handling conflicts.
• Proficient in reporting data insights to make informed decisions.