Escalation Associate (CX)

Keeta, an independent brand of Meituan, is redefining food delivery across Hong Kong, Saudi Arabia, Brazil, and the Middle East. As we continue to scale, we're looking for an Escalation Associate – Customer Experience to manage complex customer, rider, and merchant cases, drive effective resolutions, and help deliver exceptional customer experiences.If you're a proactive problem-solver who thrives on resolving challenging cases, improving processes, and making a meaningful impact on customer satisfaction, we'd love to hear from you!What You'll DoComplex Escalations & Case ManagementInvestigate and resolve high-priority customer, rider, and merchant escalations, including Tier 3 cases and recurring complaints.Own cases end-to-end, coordinating with internal teams to ensure timely and effective resolution.Sensitive & High-Risk CasesHandle sensitive escalations involving safety, regulatory complaints, and executive-level channels with professionalism and sound judgment.Ensure adherence to escalation protocols, confidentiality standards, and high-risk SOPs.Social Media & Customer FeedbackManage escalated complaints across social media, in-app channels, and App Store reviews.Monitor customer feedback, identify recurring concerns, and coordinate appropriate follow-up actions.CX Analytics & Continuous ImprovementAnalyze CSAT/DSAT trends, customer complaints, and interaction quality to identify root causes and service gaps.Partner with Operations, Quality, and Training teams to implement corrective actions and improve customer satisfaction.Reporting & Stakeholder CollaborationDevelop regular reports highlighting escalation trends, customer feedback, and improvement opportunities.Share actionable insights and best practices to strengthen frontline support and overall service quality.What We're Looking ForBachelor's degree or equivalent relevant experience.2–3+ years of experience in Customer Service, Escalation Management, Complaint Resolution, or Customer Experience.Proven ability to manage complex complaints, sensitive escalations, and high-priority cases.Fluency in Arabic and English is mandatory, both written and spoken.Strong investigation, problem-solving, and root-cause analysis skills.Experience analyzing CSAT/DSAT, customer feedback, and service quality trends.Proficiency with CRM systems, ticketing platforms, Excel, or Google Sheets.Experience in food delivery, e-commerce, or marketplace operations is preferred.Flexibility to work rotational shifts and rotating days off.Why Join Keeta?🌍 Global exposure – Work with a diverse customer, rider, and merchant base across a fast-growing international platform.🚀 Meaningful impact – Take ownership of critical customer experiences and help drive service excellence.📚 Continuous learning – Benefit from structured training, professional development, and clear career growth opportunities.🤝 Collaborative environment – Work alongside talented teams in a dynamic, international workplace.