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About US Keeta is an independent brand of Meituan, the world s largest tech-driven retail company.
We focus on food and consumer product delivery services in international markets with the mission: "We help people eat better, live better".Established in March 2010, Meituan has helped transform the supply and demand of service and product retail across the digital landscape.As Meituan and Keeta continue to increase R&D investment and advance in new technologies, we uphold a customer-centric approach, working with our partners to provide quality services to customers.What You ll Do:Oversee the overall management of the BD service team and merchant service team, ensuring efficient responses and resolution of issues raised by BD and merchants to enhance service satisfaction.Establish and refine service processes, standardize mechanisms for issue intake, assignment, follow-up, and feedback to ensure closed-loop problem resolution.Develop FAQs and standardized solutions for common issues faced by BD and merchants, improving team efficiency and consistency in handling cases.Conduct regular training sessions to enhance team members business knowledge, communication skills, and problem-solving abilities, ensuring professionalism and service quality.Build efficient communication channels with headquarters, product, operations, and other relevant departments to promptly relay frontline needs and feedback, facilitating smooth resource and information flow.Analyze service data, regularly summarize pain points and improvement suggestions, and continuously optimize service processes and team performance.Monitor satisfaction levels of merchants and BD teams, proactively collect feedback, and drive service innovation and optimization.What We Need From You:2+ years of experience in BD services, customer service, or related team management, with proven ability in team building and leadership.Strong problem-solving skills, capable of efficiently handling diverse customer needs and unexpected situations.Excellent communication and cross-department collaboration skills, able to drive resource integration and issue resolution.Fluent in English and Portuguese (written & spoken), adaptable to an international work environment.High sense of responsibility and customer-centric mindset, committed to continuously improving service experience.What Make This Role Exciting:Engage in Keeta s strategic global expansion initiatives, collaborating with top-tier international teams to explore and penetrate overseas markets.Build and refine service systems from scratch, experiencing the thrill of innovation and entrepreneurship in a fast-paced environment.Design end-to-end service processes with a holistic perspective, driving continuous optimization of business and product strategies.Thrive in a culture of straightforward communication, efficient execution, seamless collaboration, and abundant growth opportunities.