Job description

Keeta, the international subsidiary of Meituan, is seeking a CX Team Leader for its Riyadh operations. This senior role is responsible for leading and developing a high-performing customer service team, including shift leaders, subject matter experts, and customer service agents, ensuring delivery of superior customer experiences. The position includes developing and implementing training programs, fostering a positive work environment, planning and allocating staffing based on forecasted demand, and identifying opportunities for cost savings without compromising service quality. The role also oversees outsourced service providers handling support and back-office operations, ensuring compliance with quality standards and KPIs, and collaborating with providers to implement process improvements. The CX Team Leader will develop and maintain quality assurance processes, review customer interactions, implement continuous improvement initiatives, optimize customer service processes for efficiency and effectiveness, analyze customer service metrics, prepare reports for senior management, and identify trends to recommend service improvements. Additional responsibilities include addressing escalated customer issues, enhancing customer satisfaction and loyalty, collaborating with other departments to improve overall customer experience, and contributing to operational excellence in the rapidly growing online food delivery business. The role requires proficiency in customer service software and tools, understanding of social media customer service best practices, and knowledge of food delivery industry trends and challenges.