About the Role
At Keeta, we’re building next-generation service experiences for the food delivery industry. We’re looking for a Customer Service Process & Innovation Manager to own and scale customer service tools, processes, and service journeys across users, merchants, and riders.
This role focuses on designing end-to-end service operations—from AI-powered customer service tools to human support workflows —while ensuring frontline teams can resolve issues quickly, consistently, and at scale. You’ll play a key role in localizing service experiences for the Brazilian market and driving continuous improvement through data and customer insights.
What You’ll Do Own Customer Service Tools & Rules Define and optimize service rules and operational standards across users, merchants, and riders.
Manage and continuously improve customer service tools, ensuring they support fair, efficient, and scalable service delivery.
Design End-to-End Service Journeys Build and optimize the full service journey from AI self-service to manual customer support, including routing logic, service layering, escalation paths, and risk control. Ensure service flows are clear, efficient, and easy to operate for frontline agents.
Localize for the Brazil Market Design takeaway service scenarios aligned with Brazilian customer habits, behaviors, and expectations. Develop localized service processes, solutions, and customer communication strategies.
Enable Frontline Teams Translate complex service logic into simple, standardized workflows for customer service agents. Continuously optimize processes to improve resolution efficiency and first-contact resolution.
Data-Driven Optimization Analyze service data, tool performance, and customer feedback to identify pain points and root causes.
Partner with business and product teams to drive improvements that reduce issue recurrence and service costs.
Cross-Functional Collaboration Support complex service operations with a frontline team of approximately 40 agents. Work closely with product, operations, and business teams to co-create and optimize service strategies. What We’re Looking For Experience in the food delivery, on-demand, or marketplace industry. Strong understanding of customer service tools, service rules, and operational logic for users, merchants, and riders.
Proven experience in service process design and end-to-end service journey management. Strong analytical skills with the ability to turn data into actionable insights.
Clear, structured thinker with strong communication and stakeholder management skills.
Customer-first mindset with a strong sense of ownership.
Practical, detail-oriented, and comfortable working in fast-paced environments.
Experience with the Brazilian market is required. Experience supporting or managing frontline customer service teams is a plus. Why Join Keeta Own and scale customer service tools and operations in a high-growth food delivery business. Deeply influence service experience and operational strategy.
Collaborate in a fast-moving, tech-driven, and international environment. Learn and grow through cross-functional and cross-cultural collaboration.