Operations Team Lead – Support (Food, Mart, Express)

About the role

Join Grab's high‑volume Support team in Phnom Penh and lead a group of agents handling delivery‑related issues for Food, Mart and Express services. You will be responsible for ensuring service quality, meeting performance targets and managing day‑to‑day operational risks.

Key responsibilities

• Monitor real‑time queue volumes and staffing levels, reallocating resources to meet SLA commitments during peaks and incidents.
• Investigate complex cases such as fraud, chargebacks, merchant outages and mass order failures, coordinating with Rider Operations, Payments, Product, Engineering and Legal teams.
• Analyse metrics (first‑contact resolution, AHT, CSAT, SLA adherence) to identify gaps and implement corrective actions.
• Conduct structured 1:1 coaching sessions, review quality feedback and create development plans for agents.
• Perform root‑cause analysis on recurring issues and lead process‑improvement initiatives.
• Maintain and update standard operating procedures and incident response playbooks.

Required profile

• Bachelor’s degree in Customer Service Management or a related field.
• Minimum 1 year of experience leading a customer support or contact‑center team with responsibility for operational metrics (FCR, AHT, SLA).
• Comfortable working rotating shifts and collaborating with cross‑functional teams.

Required skills