GrabSupport Operations Team Lead

About the role

You will manage a support team focused on Food, Mart, and Express delivery operations at our Phnom Penh office. This role involves overseeing daily performance, maintaining staffing readiness, and ensuring high service quality for our consumers, merchants, and driver-partners.

Key facts

What you'll do

• Adjust staffing levels and reallocate resources in real-time to meet service level agreements during peak hours or major incidents.
• Resolve high-stakes operational issues such as fraud, payment chargebacks, merchant outages, and system-wide order failures.
• Coordinate with internal departments including Product, Engineering, Legal, and Payments to address complex escalations.
• Track performance metrics like average handle time, first-contact resolution, and customer satisfaction to drive operational improvements.
• Lead 1:1 coaching sessions to improve agent performance based on quality assurance audits.
• Conduct root-cause analysis on recurring issues and update internal standard operating procedures and incident playbooks.

Requirements

• Bachelor Degree in Customer Service Management or a related field.
• Minimum 1 year of experience leading contact center or customer support teams with accountability for SLA, AHT, and FCR metrics.
• Proficiency in using real-time dashboards and workforce management tools to manage queue volumes.
• Experience managing complex incident investigations involving multiple cross-functional stakeholders.
• Ability to analyze operational data to identify trends and implement corrective actions.
• Professional English proficiency for documentation, reporting, and regional stakeholder communication.
• Hands-on experience with ticketing systems and knowledge base software.

Skills & tools

• Microsoft Dynamics 365
• Confluence
• PowerBI
• Workforce management systems
• Incident response and root-cause analysis

Practical notes

• You must be available for rotating shifts.
• This position is based onsite at the GSC Phnom Penh office.
• Benefits include Term Life Insurance, medical coverage, GrabFlex customizable benefits, parental leave, birthday leave, and volunteering leave.
• The company provides a Grabber Assistance Programme and flexible work arrangements including differentiated hours.