Driver Support Specialist
Driver Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Get to Know the Team
The Driver Support team is dedicated to empowering Driver and Delivery Partners through swift issue resolution handling support tickets managing high-level escalations and driving process improvements. By ensuring reliable and efficient support we aim to enhance partner success build trust and deliver a seamless experience that fosters stability and new ideas.
Get to Know the Role
You will focus on strengthening operational support systems driving workflow efficiency and improving the driver experience. It serves as a bridge between support driver feedback and other teams to ensure issues are resolved quickly and processes evolve to meet current needs. By combining data-driven analysis with a understanding of driver pain points you will help ensure that support operations are responsive scalable and aligned with organisational goals.
You will report to Assistant Manager Driver Support and based in Petaling Jaya.
The Critical Tasks You Will Perform
Data Reporting
- Analyze operational and onboarding data to identify trends gaps and areas of improvement.
- Create detailed weekly and monthly performance reports to highlight progress risks and development areas.
- Develop dashboards that track Measurements such as activation timelines support responsiveness and funnel efficiency.
Process Optimization
- Review all existing processes in the driver support ecosystem and propose updates based on current customer and driver behavior data.
- Develop streamlined processes that reduce friction improve turnaround times and increase activation rates.
- Lead proactive audits of existing workflows to ensure they are aligned with growth and efficiency goals.
Cross-functional Collaboration
- Work with several stakeholders to identify operational bottlenecks and align on improved procedures.
- Promote communication between data support and field teams to ensure smooth execution of process changes.
- Help build a responsive driver support team through better workflows tools and communication structures.
Continuous Improvement
- Identify and champion opportunities for automation or tool integration to eliminate manual repetitive tasks.
- Establish documentation and collaboration with the Training Team for new process rollouts.
- Drive a culture of feedback and learning across support and operations teams.
Qualifications :
What Essential Skills You Will Need
- You have experience in process improvement business operations or a similar role.
- You have and proficiency in tools such as Excel SQL Tableau Power BI or similar.
- You have experience creating operational reports and using data to decision-making.
- You have experience with workflow optimization and change management principles.
- You have 2 or more years of experience in rideshare logistics fleet management or customer support operations
- You have lean Six Sigma Kaizen or other process improvement certification.
- You have experience with CRM or ticketing systems (Microsoft D365).
- You have background in scaling customer support or driver operations team.
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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality ethnicity race religion age gender family commitments physical and mental impairments or disabilities and other attributes that make them unique.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
