# Head of Grab Support, Thailand

**Company**: Grab
**Location**: Bangkok
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Grab/744000125251544-head-of-grab-support-thailand?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_529ab3a7-6cd

## Description

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

As Head of Grab Support – Thailand, you will lead the end-to-end customer experience strategy and operations for one of Grab's key growing and dynamic markets.

**CX Strategy & Market Ownership**

- Lead Thailand's CX vision across all Grab product verticals

- Synthesize VOC, CSAT, NPS, and escalation data to identify systemic pain points and design solutions

- Represent Thailand's CX voice in regional and country leadership forums

- Benchmark against global CX leaders and latest technologies

- Position Thailand's support function as an active contributor to user retention and revenue growth

**BPO Operational Performance**

- Serve as the accountable in-country owner of BPO operational performance

- Guide vendor accountability through weekly rigorous review cadences

- Provide market-specific inputs into regional capacity planning, headcount forecasting, and ramp decisions

- Oversee local QA execution, training delivery, and performance calibration with regional quality frameworks

**Operational Excellence & AI-Led Transformation**

- Lead Thailand's transition to an AI-enabled, digital-first support model

- Champion AI-powered and automated service journeys as strategic levers

- Drive Thailand's shift to data-driven operations

- Pilot bold, CX models, moving fast on validated experiments and scaling what works across the market

**Cross-Functional Leadership & Stakeholder Alignment**

- Collaborate with country and regional teams to lead local user first policies and influence without authority

**People Leadership & Capability Building**

- Lead, inspire, and grow a high-skilled in-house team

- Build and sustain a structured capability development roadmap for in-house talent

- Extend capability-building rigor to BPO partner talent pipelines

- Hold self, team, and fellow leaders accountable to outcomes

**Qualifications**

- 10+ years in customer experience, customer success, or CX operations leadership

- Demonstrated experience managing CX strategy, including journey mapping, VOC programme design, and closed-loop feedback mechanisms

- Experienced in managing large, blended workforces across multiple business departments

- Experienced working within or alongside regional BPO governance structures

- Background in CX transformation or change management

- Experience connecting support operations to commercial outcomes

**Capabilities**

- Expert-level systems thinking

- Data fluency

- Proficiency with CX and support tooling

- Stakeholder management and orchestration skills

- Fluent in Thai and English, both written and spoken

## Skills

### Required
- CX strategy
- operations leadership
- customer experience
- data analysis
- AI-powered service delivery
- stakeholder management
- Thai
- English language

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000125251544-head-of-grab-support-thailand?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)