GrabSupport Operations Team Lead

Get to Know the Team

At Grab our Support team helps consumers merchants and driver-partners resolve issues quickly and consistently. Within Deliveries the Food and Mart support team manages high-volume operations escalations and continuous improvement across the end-to-end support journey. We partner with Operations Quality Training Workforce Management Product and regional teams to deliver reliable support at scale.

Get to Know the Role

Youll report into the Assistant Manager Grab Support and based onsite at GSC Phnom Penh office. Youll lead a support team responsible for Delivery operations (Food Mart Express) owning team performance staffing readiness and service quality. You will ensure accurate resolution of customer rider and merchant issues manage escalations and operational risks coach agents to improve performance metrics and partner with cross-functional teams to reduce repeat incidents and improve business outcomes.

The Critical Tasks You will Perform

• Youll monitor real-time queue volumes and staffing levels reallocating resources to maintain service level agreements during peak periods and high-severity incidents.
• Youll investigate complex incidents including fraud cases chargebacks large merchant outages and mass order failures coordinating with Rider Operations Merchant Success Payments Product Engineering and Legal teams to resolve issues within defined timeframes.
• Youll analyze first-contact resolution rates average handle time customer satisfaction scores and Service Level Agreement (SLA) adherence data to identify performance gaps and implement corrective actions.
• Youll conduct structured 1:1 sessions with team members reviewing quality assurance feedback and creating targeted development plans to improve individual case resolution accuracy.
• Youll perform root-cause analysis on recurring support issues documenting findings and leading process improvements to prevent repeat incidents.
• Youll maintain team standard operating procedures and incident response playbooks ensuring documentation reflects current processes.

Qualifications :

What Essential Skills You will Need

To perform the tasks above you will need:

• 2 years leading customer support or contact center teams with direct responsibility for achieving operational metrics (FCR AHT SLA) as youll manage agents and be accountable for daily queue performance.
• Experience interpreting real-time dashboards and workforce management systems to make resourcing decisions during high-volume periods as youll monitor inbound queues and adjust staffing allocations to meet target response times.
• Experience investigating complex operational incidents involving multiple stakeholder groups as youll coordinate responses to fraud merchant outages and mass order failures across Operations Payments Product and Legal teams.
• Demonstrated ability to coach staff using quality assurance data as youll deliver 1:1 feedback and create development plans to improve first-contact resolution rates.
• English communication skills for documenting incident reports writing standard operating procedures and coordinating with regional stakeholders across Southeast Asia.
• Data analysis capability to identify trends in case volume and resolution quality as youll interpret operational data to perform root-cause analysis and implement process improvements.
• Hands-on experience with ticketing systems and knowledge base platforms (such as Zendesk Salesforce or Confluence) as youll maintain SOPs update incident playbooks and ensure accurate case documentation.

Additional Information :

Life at Grab

We care about your well-being at Grab here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
• Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer we consider all candidates fairly and equally regardless of nationality ethnicity religion age gender identity sexual orientation family commitments physical and mental impairments or disabilities and other attributes that make them unique.

Remote Work :

No

Employment Type :

Full-time