Head of Grab Support, Thailand

About the Company

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

About the Role

As Head of Grab Support – Thailand, you will lead the end-to-end customer experience strategy and operations for Thailand. You will lead a team of specialists, managers, and support professionals, serve as the primary operational partner with BPO teams, and shape the future of how Grab supports its customers in Thailand. This is an onsite role based in our Bangkok office, reporting to the Head of Grab Support.

Responsibilities

• CX Strategy & Market Ownership: Lead Thailand's CX vision across Grab product verticals; synthesize VOC, CSAT, NPS, and escalation data to identify systemic pain points and design scalable solutions; represent Thailand's CX voice in regional and country leadership forums; benchmark global CX leaders and translate best practices into Grab-specific frameworks; position support as a contributor to user retention and revenue growth.
• BPO Operational Performance: Serve as accountable in-country owner of BPO operational performance; translate regional vendor governance into local execution; drive day-to-day performance management, quality calibration, and escalation resolution; run rigorous vendor review cadences; provide market inputs into capacity planning, headcount forecasting, and ramp decisions; oversee local QA execution and training delivery aligned with regional frameworks.
• Operational Excellence & AI-Led Transformation: Lead Thailand's transition to an AI-enabled, digital-first support model; drive adoption of automation and AI tools across in-house and BPO teams; champion AI-powered and automated service journeys; shift operations to data-driven practices; pilot experiments, scale validated models, and ensure SLAs, quality metrics, and OKRs are met through disciplined resource management and risk mitigation.
• Cross-Functional Leadership: Collaborate with country and regional teams to lead user-first policies and influence across a matrixed organization to secure commitment to shared CX outcomes.
• People Leadership & Capability Building: Lead, inspire, and grow a high-skilled in-house team; create capability development roadmaps for AI-augmented skills; extend capability-building standards to BPO talent pipelines; hold self, team, and leaders accountable to outcomes.

Qualifications

• 10+ years in customer experience, customer success, or CX operations leadership, preferably in high-growth tech platforms, super-apps, or digital-native businesses.
• Demonstrated experience managing CX strategy including journey mapping, VOC programme design, and closed-loop feedback mechanisms.
• Experience managing large, blended workforces (in-house specialists and BPO vendors) and working within regional BPO governance structures.
• Background in CX transformation or change management, leading technology adoption, process redesign, or operating model shifts.
• Experience connecting support operations to commercial outcomes (retention, telesales, or revenue-linked CX programmes).
• Expert-level systems thinking and data fluency with CSAT, NPS, AHT, FCR, and operational cost metrics; ability to translate data into strategic decisions and build real-time operational visibility.
• Proficiency with CX and support tooling (e.g. Salesforce Service Cloud, Power BI, Microsoft D365) and demonstrated experience leading AI-assisted service delivery model adoption.
• Project and stakeholder management experience, and strong people leadership capabilities.

Skills

• Experience with vendor/BPO governance, quality calibration, capacity planning, and training delivery.
• Ability to design and scale automated/AI-enabled service journeys and pilot validated CX experiments.