Customer Service Team Lead; Saudi National

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Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and Saudi Arabia.

We’re looking for a Customer Service Team Lead to manage frontline operations, develop high-performing teams, and ensure exceptional service delivery across internal support channels.

• Lead, mentor, and motivate a team of shift leaders, subject matter experts, and customer service agents.
• Build training and development plans to continuously enhance team capability and performance.
• Plan and allocate staffing based on demand forecasts while balancing efficiency and cost.

• Set clear KPIs and performance goals for teams and individuals.
• Monitor performance closely, provide regular feedback, and implement improvement plans when needed.
• Analyze operational metrics and prepare performance reports for leadership.

• Support the management of BPO and outsourced service providers across support and back-office functions.
• Ensure vendors meet quality, productivity, and customer experience standards.
• Work closely with partners to drive process improvements and resolve operational issues.

• Develop and maintain Quality Assurance standards for all customer interactions across channels.
• Review customer interactions to ensure compliance with Keeta’s service standards.

• Lead resolution of escalated and complex customer cases.
• Develop strategies to improve customer satisfaction, loyalty, and service consistency.
• Collaborate cross-functionally to enhance end-to-end customer journeys.

• 5+ years of experience in customer service or customer experience management.
• Background in food delivery, e-commerce, or high-volume service environments preferred.
• Proven experience leading and developing high-performing teams.
• Exposure to managing outsourced/BPO service providers.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Comfortable working in fast-paced, dynamic environments.
• Familiarity with CRM tools and social media customer service is a plus.

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Global scale, real impact – Play a key role in shaping customer experience across fast-growing markets.

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High ownership & growth – Lead teams that directly influence customer satisfaction and retention.

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Collaborative culture – Work with diverse, driven teams across operations, product, and Customer Experience.

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Career development – Grow as Keeta grows, with opportunities to expand scope and responsibility.

Apply now or reach out to our Talent Team to learn more.

Mid-Senior level

Full-time

Customer Service and Information Technology

Outsourcing and Offshoring Consulting, Internet Marketplace Platforms, and Technology, Information and Media

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