# Customer Escalations & Service Success Specialist

**Company**: Grab
**Location**: Petaling Jaya
**Work arrangement**: onsite
**Experience**: executive
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Grab/744000152860664-customer-escalations-service-success-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_06a2d71f-cfb

## Description

Grab is Southeast Asia's leading superapp, offering various services such as food delivery, financial management, and transportation.

As a member of our GS Service Success team, you will operate as an operational "Fixer" at the intersection of Quality Assurance, Governance, and Process Engineering.

Your core mission is to execute forensic deep-dives, identifying root causes using the 5-Whys framework, and feeding insights directly into operations to eliminate recurring defects.

Key responsibilities include:

- Taking full ownership of high-priority CEO, Executive, and Regulatory Compliance escalations across MYSG operations

- Performing forensic deep-dives into high-severity cases to identify root causes

- Partnering with Legal, Public Affairs, and Regional Compliance teams to draft empathetic, risk-mitigated executive write-ups and formal statutory responses

- Translating forensic audit findings and user sentiment into actionable feedback for Product, BPI, and Operations teams

- Maintaining comprehensive records, chronologies, and audit trails for all high-risk cases

Requirements:

- 3+ years of experience handling critical and high-severity Escalations, Executive Response, or Root Cause Analysis/Auditing within a tech/e-commerce environment

- Demonstrated ability to execute 5-Whys root-cause analyses, analyze sentiment data, and diagnose broken operational rubrics

- Exceptional written and professional diplomacy skills, with the capability to draft clear executive summaries and formal regulatory correspondence

- Familiarity with process improvement methodologies and continuous improvement frameworks

- High emotional intelligence, with the ability to remain calm under high-stakes executive pressure

## Skills

### Required
- 5-Whys root-cause analysis
- sentiment data analysis
- process improvement methodologies
- continuous improvement frameworks
- exceptional written and professional diplomacy skills
- emotional intelligence

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000152860664-customer-escalations-service-success-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)