Customer Service Tools Operation Manager

Há 3 dias

São Paulo, Estado de São Paulo, Brasil Keeta Tempo inteiro

About the Role

At Keeta, we’re building next-generation service experiences for the food delivery industry. We’re looking for a Customer Service Tools Operation 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.

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