Head of Grab Support, Thailand

About the role

Grab is seeking a Head of Grab Support for Thailand, an onsite role in the Bangkok office reporting to the Head of Grab Support. You will lead the end-to-end customer experience strategy and operations for one of Grab's key markets, leading a team of specialists, managers and support professionals and acting as the primary operational partner with the BPO teams.

Key responsibilities

• Lead Thailand's CX vision across all Grab product verticals and act as the local steward of the regional CX strategy
• Analyse VOC, CSAT, NPS and escalation data to fix systemic issues at scale, and represent Thailand's CX voice in regional and country forums
• Benchmark against global CX leaders and turn best practices into Grab-specific frameworks and operating models
• Own BPO operational performance in-country: vendor reviews, quality calibration, escalation resolution, capacity planning and local QA and training oversight
• Drive Thailand's move to an AI-enabled, digital-first support model, championing automation and data-driven operations
• Pilot CX models, ensure SLAs, quality metrics and OKRs are met, and mitigate risks proactively
• Collaborate with country and regional teams to lead local user-first policies in a matrixed organization
• Build and develop a high-skilled in-house team and the BPO partner talent pipeline, with a roadmap for AI-augmented capabilities

Required profile

• 10+ years in CX, customer success or CX operations leadership, preferably in high-growth tech platforms, super-apps or digital-native businesses
• Demonstrated experience managing CX strategy (journey mapping, VOC programmes, closed-loop feedback) and large blended in-house and BPO workforces
• Experience with regional BPO governance and CX transformation or change management
• Ability to connect support operations to commercial outcomes such as retention and revenue
• Fluent in Thai and English, written and spoken

Required skills

• Data fluency with CSAT, NPS, AHT, FCR and operational costs
• CX tooling such as Salesforce Service Cloud, PowerBI and Microsoft D365
• Experience leading AI-assisted service delivery adoption
• Systems thinking and stakeholder management

What we offer

• Term life insurance and comprehensive medical insurance
• GrabFlex benefits package, parental and birthday leave, and LASA volunteering leave
• Confidential assistance programme and FlexWork arrangements such as differentiated hours