Escalation Associate (CX)

Role overview

Escalations and case management

• Investigate and resolve high-priority customer, rider, and merchant escalations, including Tier 3 cases and recurring complaints.
• Own cases end-to-end and coordinate with internal teams to ensure timely and effective resolution.
• Handle sensitive safety, regulatory, and executive-channel cases professionally and follow escalation protocols, confidentiality standards, and high-risk SOPs.

Feedback, analysis, and improvement

• Manage escalated complaints across social media, in-app channels, and App Store reviews; monitor feedback and coordinate follow-up.
• Analyze CSAT/DSAT trends, complaints, and interaction quality to identify root causes and service gaps.
• Partner with Operations, Quality, and Training to implement corrective actions and improve customer satisfaction.
• Develop reports on escalation trends, customer feedback, and improvement opportunities, and share actionable insights and best practices.

Requirements

• Bachelor'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 written and spoken Arabic and English is mandatory.
• 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

• The posting describes global exposure, meaningful customer impact, structured training, professional development, career growth, and collaboration in an international workplace.