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