A full-time position is open in Doha for someone to take charge of the customer service operations at Keeta. This is not just about managing people—the role needs someone who can see how the support process goes every day, the places where things fall through slowly or crack, and help the teams cure these holes. You handle both the internal team and the outsourced support group, so it is important to keep things on clear communication and tracks. This job suits someone who’s done this kind of thing before, especially in companies that scale fast or work in tech and delivery.
You’ll be expected to pay attention to the numbers too. Things like response time, quality scores, and how many cases are closed daily that all needs to be monitored. There’s data involved, and the right person will know how to read that and figure out what to improve. Having experience with CRMs or dashboards will help. This is for someone who enjoys working with teams, solving problems, and making sure the customer support process runs smoother over time.
This is not a beginner role. The job needs someone with at least five years of experience in customer service leadership ideally in environments that handle high volume, fast response, and tech platforms. Experience with customer support software, vendor relations, and performance metrics is expected.
About Keeta
Keeta is a delivery company that’s grown fast since it started in 2023. It kicked off in Asia, and now it’s building up operations in the Middle East. The company focuses mainly on food delivery, but what makes it different is the tech side: smart systems, quick routes, and trying to make the whole process easier for both the customers and the couriers. It’s not one of those old-school food apps. The team is young, and things move quickly, which makes it a good place for people who like trying new things and being part of something that’s still growing.
Job Title
Customer Service Delivery Manager
Responsibilities
- Manage and lead both internal and outsourced customer service teams.
- Ensure service level agreements (SLAs) are consistently met.
- Oversee quality and efficiency across all customer service channels.
- Analyze customer data to spot patterns and improve systems.
- Guide new process rollouts and manage system integrations.
- Mentor support staff and develop future team leads.
- Monitor vendor performance and hold partners accountable.
- Contribute to budgeting, forecasting, and reporting on service delivery.
Requirements and Qualifications
Education
No specific degree is mentioned, but a background in business, management, or operations is preferred.
Experience
At least 5 years of experience in customer service management. Experience handling both internal and outsourced teams is a must.
Skills
- Strong leadership and coaching abilities
- Comfortable working with customer support platforms and analytics tools
- Understands vendor management and how to negotiate or escalate
- Quick decision-making in a high-speed setting
- Able to manage reports, dashboards, and performance tracking
- Calm under pressure, practical thinker
Knowledge
- Familiarity with multi-channel support environments (chat, phone, email)
- Understanding of service-level metrics and reporting
- Knowledge of CRM platforms and support ticketing tools
- Working knowledge of COPC or similar customer service standards
- Budget awareness and experience tracking cost per ticket
- Knows how to adjust workflows as operations grow
Applicant Location
Only applicants based in Qatar will be considered. Preference is given to candidates currently residing in Doha.
Application Procedure
- Find the Job You Want.
- Tap the “Apply Now” button.
- Fill in Your Details and Upload Your Resume.
- Hit Submit and You’re Done!
- Wait for the employer to contact you.
Note
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Disclaimer
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