The Head of Grab Support Customer Operations leads customer-support strategy and service delivery in Indonesia. The role typically requires substantial experience managing large customer operations, contact centers, or service teams, with strong knowledge of operational performance, workforce planning, quality management, process improvement, and customer experience. Candidates should be comfortable using data and technology to identify service issues, improve efficiency, and manage performance across multiple teams or markets. Excellent communication, stakeholder management, leadership, and problem-solving skills are expected. Experience in a fast-growing technology, platform, e-commerce, payments, or on-demand services company is advantageous. The successful candidate will be expected to build scalable support operations, improve customer satisfaction, control costs, and lead teams through continuous change.
Grab is a Southeast Asian technology company headquartered in Singapore, operating across mobility, food delivery, parcel delivery, financial services, and digital payments. Founded as a ride-hailing platform, it has developed into a superapp serving consumers, driver-partners, merchants, and businesses across countries including Indonesia, Singapore, Malaysia, Thailand, Vietnam, and the Philippines. Indonesia is one of Grab's largest and most important markets, with extensive operations in transport, deliveries, financial technology, and customer support. The company uses technology, data, and regional operating expertise to make everyday services more accessible and convenient. Working at Grab generally involves a fast-paced, metrics-driven environment, cross-functional collaboration, and frequent changes as products and markets develop. Employees may benefit from exposure to large-scale operations, digital platforms, customer experience, and Southeast Asia's evolving technology sector.
Indonesia offers varied career opportunities in technology, customer operations, logistics, finance, tourism, manufacturing, and digital commerce. Jakarta, on Java, is the main corporate and technology center and is likely the most practical base for this role. Bali is popular with international workers and offers a relaxed lifestyle, strong tourism, and growing digital-business communities, although housing can be expensive. Java provides dense urban transport, diverse food, shopping, and cultural attractions, while Sumatra, Sulawesi, and other islands offer more space and distinctive local traditions. Indonesian workplaces often value respectful communication, relationships, teamwork, and sensitivity to religious and cultural practices. Foreign employees generally need employer sponsorship and an appropriate work permit and visa; working on a tourist visa is not permitted. Candidates should confirm current immigration rules, healthcare coverage, tax obligations, and relocation support with Grab before moving.
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