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Meituan · 迪拜

# Escalation Associate (CX)

迪拜 

Listed on Meituan ’s official careers site. Listed as of October 19, 2026. Check that it is still open and apply there.
[Apply on Meituan ’s careers site →](https://zhaopin.meituan.com/web/position/detail?highlightType=social&jobUnionId=4841442578)

[OpenNash Jobs](https://jobs.opennash.com/) / [Meituan ](https://jobs.opennash.com/companies/meituan/) / Escalation Associate (CX)

## Job description

Handle complex and high-impact customer, rider, and merchant cases requiring investigation and coordination beyond frontline support. Own escalations through resolution, protect customer safety, and identify opportunities to improve the customer experience.

### Complex escalations

Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.

### Sensitive complaints

Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.

### Social media

Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution.

### App Store reviews

Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions.

### Safety and high-risk cases

Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.

### Merchant issues

Investigate complex merchant complaints and coordinate with responsible teams to reach a resolution.

### Case ownership

Maintain accurate records, update trackers, follow up with stakeholders, and own assigned cases through closure.

### CSAT and DSAT analysis

Analyze trends by LOB, vendor, FAQ, and contact reason to identify key satisfaction and dissatisfaction drivers.

### Interaction audits

Review dissatisfied interactions to identify gaps in agent handling, processes, systems, or service delivery.

### Continuous improvement

Recommend corrective actions, coordinate with Operations, Quality, Training, and business teams, and track the effectiveness of implemented changes.

### Reporting and knowledge sharing

Share performance insights, recurring issues, case examples, and best practices through regular reports and frontline guidance.
- Work on an international platform, engaging with a diverse customer and merchant base to broaden global perspectives.
- Benefit from a comprehensive training system and clear career development pathways to accelerate personal growth.
- Based in Dubai, enjoy competitive compensation, benefits, and a modern office environment.

## At a glance
- Posted by the employer: Not stated
- First seen by OpenNash: Oct 19, 2026
- Last checked: Oct 19, 2026
- Listed for: Under a day
- Location: 迪拜[Apply on Meituan ’s careers site →](https://zhaopin.meituan.com/web/position/detail?highlightType=social&jobUnionId=4841442578)

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