Customer Escalations Service Success Specialist

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

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.

About the employer

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.