# GS - Service Success Specialist

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

**Apply**: https://jobs.smartrecruiters.com/Grab/744000152859565-gs-service-success-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f6b5326c-8ca

## Description

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

As a GS - Service Success Specialist, you will act as the strategic guardian of Grab's most critical customer interactions. You will take full ownership of high-priority CEO, Executive, and Regulatory Compliance escalations across MYSG operations.

Your core mission is to execute forensic deep-dives, identify root causes using the 5-Whys framework, and feed insights directly into operations to eliminate recurring defects via the Keep Fixed Problem Fixed (KFPF) framework.

Key responsibilities include:

- Taking full ownership of end-to-end resolution for CEO, Executive, and Regulatory Compliance escalations across Singapore and Malaysia

- Adhering to the 15-minute acknowledgement and 7-day resolution frameworks

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

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

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

- Collaborating with BPI and Systems leads during post-fix validation to confirm that deployed process patches or system updates have permanently eliminated the escalation root cause

- 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

Benefits:

- Term Life Insurance and comprehensive Medical Insurance

- GrabFlex benefits package

- Parental and Birthday leave

- Love-all-Serve-all (LASA) volunteering leave

- Confidential Grabber Assistance Programme

- FlexWork arrangements

## Skills

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

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000152859565-gs-service-success-specialist?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)