Grab seeks a Customer Escalations Service Success Specialist in Indonesia to manage complex customer cases, investigate complaints, coordinate with internal teams and partners, and deliver timely, fair resolutions. Candidates should have experience in customer service, operations, case management or a related field, with strong written and verbal communication skills. The role requires sound judgment, empathy, attention to detail, problem-solving ability and comfort working with data and service metrics. Candidates are expected to handle sensitive escalations professionally, identify recurring issues, improve customer journeys, meet service-level targets and work effectively in a fast-paced, technology-driven environment. Indonesian and English proficiency, strong stakeholder management and familiarity with customer support tools would be advantageous.
Grab is a Southeast Asian technology company headquartered in Singapore, operating across mobility, food delivery, parcel delivery, digital payments and financial services. Founded as a ride-hailing platform, it has expanded into a broad everyday-services ecosystem serving consumers, drivers, merchants and businesses across countries including Indonesia, Malaysia, Singapore, Thailand, Vietnam and the Philippines. In Indonesia, Grab operates in many major cities and supports a large network of driver-partners and merchant-partners. The company focuses on convenience, digital inclusion and sustainable growth, while using technology and data to improve transportation, commerce and financial access. Employees typically work in collaborative, fast-moving teams where customer experience, operational performance, experimentation and cross-functional problem-solving are important.
Indonesia offers varied opportunities across Java, Bali, Sumatra, Kalimantan and Sulawesi. Jakarta and surrounding Java cities provide the broadest prospects in technology, operations, finance, logistics and corporate services. Bali is popular with international workers and offers roles in tourism, hospitality, digital businesses and creative industries, though housing can be expensive. Sumatra and eastern islands have growing opportunities in energy, agriculture, mining, tourism and regional commerce. Indonesian culture generally values politeness, community, religious diversity and respectful communication. Lifestyle ranges from dense urban living to beaches, mountains and slower island communities; traffic and rainy seasons are common considerations. Foreign employees normally need employer sponsorship for the appropriate work and residence permits, and should not work on a tourist visa. Research local regulations, healthcare, taxes, housing and cost of living before relocating.
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