Driver Support Specialist

**Company Description** About Grab and Our Workplace**

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.
**Job Description** Get to Know the Team**

The **Driver Support team** is dedicated to empowering Driver and Delivery Partners through swift issue resolution, handling support tickets, managing high-level escalations, and driving process improvements. By ensuring reliable and efficient support, we aim to enhance partner success, build trust, and deliver a seamless experience that fosters stability and new ideas.

**Get to Know the Role**

You will focus on strengthening operational support systems, driving workflow efficiency, and improving the driver experience. It serves as a bridge between support, driver feedback, and other teams to ensure issues are resolved quickly and processes evolve to meet current needs. By combining data-driven analysis with a understanding of driver pain points, you will help ensure that support operations are responsive, scalable, and aligned with organisational goals.

You will report to Assistant Manager, Driver Support and based in Petaling Jaya.

**The Critical Tasks You Will Perform**

**Data Reporting**
- Analyze operational and onboarding data to identify trends, gaps, and areas of improvement.
- Create detailed weekly and monthly performance reports to highlight progress, risks, and development areas.
- Develop dashboards that track Measurements such as activation timelines, support responsiveness, and funnel efficiency.

**Process Optimization**
- Review all existing processes in the driver support ecosystem, and propose updates based on current customer and driver behavior data.
- Develop streamlined processes that reduce friction, improve turnaround times, and increase activation rates.
- Lead proactive audits of existing workflows to ensure they are aligned with growth and efficiency goals.

**Cross-functional Collaboration**
- Work with several stakeholders to identify operational bottlenecks and align on improved procedures.
- Promote communication between data, support, and field teams to ensure smooth execution of process changes.
- Help build a responsive driver support team through better workflows, tools, and communication structures.

**Continuous Improvement**
- Identify and champion opportunities for automation or tool integration to eliminate manual, repetitive tasks.
- Establish documentation and collaboration with the Training Team for new process rollouts.
- Drive a culture of feedback and learning across support and operations teams.

**Qualifications** What Essential Skills You Will Need**
- You have experience in process improvement, business operations, or a similar role.
- You have and proficiency in tools such as Excel, SQL, Tableau, Power BI, or similar.
- You have experience creating operational reports and using data to decision-making.
- You have experience with workflow optimization and change management principles.
- You have 2 or more years of experience in rideshare, logistics, fleet management, or customer support operations
- You have lean Six Sigma, Kaizen, or other process improvement certification.
- You have experience with CRM or ticketing systems (Microsoft D365).
- You have background in scaling customer support or driver operations team.

**Additional Information** Life at Grab**

We care about your well-being at Grab, here are some of the global benefits we offer:

- We have your back with **Term Life Insurance**and comprehensive **Medical Insurance.**:

- With **GrabFlex,**create a benefits package that suits your needs and aspirations.
- Celebrate moments that matter in life with loved ones through **Parental** and **Birthday leave**, and give back to your communities through **Love-all-Serve-all (LASA)** volunteering leave
- We have a confidential **Grabber Assistance Programme** to guide and uplift you and your loved ones through life's challenges.
- Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

**What We Stand For At Grab