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Sovereign’s Capital
Sovereign’s Capital

Merchant Support Lead, Chiang MaiThailand



Customer Service
Posted on Friday, May 26, 2023

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Get to know the Team

The Merchant Operations team is a young/established/longstanding team responsible for all operations related to merchants who would like to be/have been partners with Grab. We make an impact by serving our partner with the best experience and satisfaction. Our team is made up of the ones who make things quick and easy. If you are looking for a challenge to pass through complicated situations and develop your analysis skill, then you should join our team!

Get to know the Role

We are looking for a Merchant Support Lead to manage our Merchant Support team to keep providing the best experience and quick response to our partner. We believe a successful candidate has the ability to solve any problem while defining what is the root cause and improve the process, but if you believe you have what it takes then we’d love to hear from you either way. This role is required because we want to expand our service to be based in Chiang Mai. In return, you will get an opportunity to learn a lot of operations skills and manage a team.

The Day-to-Day Activities

  • You lead Merchant Support team to operate day to day task smoothly

  • You drive Merchant Operations team to provide and achieve merchant experince target

  • You are responsible for all merchant complain and find the way out

  • You will keep tracking for team performance and minimize team member error

  • You develop tools and documentation that your team using to be more effective

  • You foresee opportunity of process improvement to improve duration and capacity of team

  • You support GS team to improve overall performance

  • You coordinate with internal team to keep update new information and adapt with our process

  • You accountable for all request from internal parties related to merchant issue

  • You will be based in Chiang Mai, Thailand

The Must-Haves

  • You have Heart, Hunger, Honour and Humility

  • You have experience with Operations / Business Analysis / Customer Service / Project Management

  • You are experienced officer who manage independently task

  • You have strong problem solving and critical thinking skills

  • You can deal with multiple stakeholders efficiently

  • You have some knowledge of people management

  • You being tech savvy especially Google Workspace

  • You familiar with English environment

The Nice-to-Haves

  • Minimum 5 years of experiences in customer service

  • You are an experienced customer service but not limited to business type

  • You have an experience to manage a team would be an advantage

  • You were born or live in Chiang Mai

Our Commitment

We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.

Forward together

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Equal opportunity

Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.

Recruitment agencies

Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.