Head of Customer Experience - Brazil

Keeta; São Paulo; Presencial; BRL 80.000 - 150.000; Tempo integral

Resumo da oferta

An innovative global platform is seeking a visionary Head of Customer Experience to lead operations in Brazil. This role offers the opportunity to shape customer journeys and drive service excellence across a rapidly expanding market. As part of a dynamic team, you will oversee thousands of agents, implementing strategies that enhance customer satisfaction and operational efficiency. If you are a customer-focused leader who thrives in fast-paced environments and is passionate about transforming service delivery, this is your chance to make a significant impact in a fast-growing company. Join us in creating exceptional experiences!

Qualificações

• Experience in leading large customer service teams across regions.
• Proven track record in optimizing customer touchpoints and service excellence.

Responsabilidades

• Inspire and manage high-performing customer service teams.
• Design and execute customer experience strategies aligned with business goals.

Conhecimentos

Customer-First Mindset

Analytical Skills

Tech-Savvy

Leadership

Communication Skills

Problem Solving

Change Management

Budget Management

Formação académica

Bachelor’s Degree

MBA

COPC Certification

Six Sigma Certification

Ferramentas

Zendesk

Salesforce

Dynamics

Descrição da oferta de emprego

Direct message the job poster from Keeta

Global Talent Acquisition Specialist | Diversity Hiring Expert | Digital Talent Attraction | Leadership Hiring| Headhunting Specialist &…

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 now Saudi Arabia.

Are you a visionary leader with a passion for building exceptional customer journeys? We're looking for a Head of Customer Experience to take our Brazil operations to the next level! If you're energized by scaling service excellence, optimizing customer touchpoints, and leading high-performing teams across fast-growing markets — this is your moment

What You’ll D

• Lead with Purpose: Inspire and manage high-performing customer service teams, championing a “customer-first” mindset while delivering operational excellence
• Shape the Future: Design and execute customer experience strategies that align with business goals, growth plans, and market expansion
• Scale for Success: Expand service operations into new markets and drive best-in-class execution across CE functions like WFM, BPI, and TQM
• Own the Experience: Oversee regional service excellence across large-scale internet or e-commerce platforms (especially on-demand services like food delivery)

What We’re Looking For

You’re a customer-focused leader who knows how to scale operations and inspire teams. You thrive in fast-paced environments and turn insights into action

• Customer-First Mindset – You create great experiences without losing sight of efficiency
• Analytical – You use data to guide decisions and improve performance
• Tech-Savvy – Comfortable with tools like Zendesk, Salesforce, or Dynamics
• Strong Leader – You've led large, cross-regional teams and know how to drive results
• Clear Communicator – Confident in your communication, both written and verbal
• Problem Solver – You tackle challenges head-on and stay calm under pressure
• Change-Ready – You lead teams through growth and change with ease
• Budget-Smart – Skilled at managing vendors and large budgets

Your Background

• Bachelor’s degree required; MBA is a plus
• Certifications like COPC or Six Sigma are a bonus
• Fluent in Portuguese, Spanish, and English — other LATAM languages are a bonus
• Willing and able to travel across LATAM and occasionally to our global HQ

Why Keeta?

Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.

Fast-Growing & Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.

Global Impact: Join a company that’s transforming the way people enjoy food, impacting communities around the world

Why This Role

Join a global platform at a pivotal time of growth. Lead and influence customer service strategy at scale — overseeing thousands of agents (2,000–5,000) — and be the voice of the customer in one of our most exciting and dynamic markets.

Ready to lead customer experience in Brazil? Let’s create exceptional journeys — together. Apply now!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Technology, Information and Media, Information Services, and Transportation, Logistics, Supply Chain and Storage

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