Tech Stack

Description

You will support internal CS services, handling complex cases, managing queues, and enabling a smooth operational environment. You'll act as a first-line escalation point, provide real-time guidance, and collaborate with cross-functional teams to improve service delivery.

Requirements

• Minimum 3 years of experience on operations teams, completing support tasks, defining processes, or collaborating on operational projects
• Experience managing high severity/sensitivity cases and decision-making authority for losses
• Experience in coordinating operational teams, documenting ways of working and handling IT issues
• Hospitality experience is a plus; comfort with communicating with customers is a must
• Knowledge of Google Sheets, SQL, and Salesforce is a plus
• Language proficiency in Korean and English, spoken and written, required
• Bachelor’s Degree or equivalent work experience
• Ability to work in high-pressure environment with sensitive, confidential material
• Ability to work weekend days, public holidays, and early morning/evening shifts
• Team player and ability to work seamlessly with global team
• Excellent interpersonal and communication skills
• Extremely organized, able to multitask and prioritize
• Calm and empathetic, ability to remain level headed in tough situations
• Ownership mentality with ability to drive work forward in ambiguous situations
• Ability to understand, report and explain data performance results
• Ability to collect feedback and translate ambassadors needs toward process improvements
• Detailed understanding of customer service operations and processes
• Quick learner and curious mindset
• Ability to adapt to new tasks and responsibilities
• Proactive attitude towards new challenges
• Capable of adjusting to evolving roles and job duties with openness and flexibility

Responsibilities

• Enable successful resolution of core customer-facing work
• Provide consultative guidance for day-to-day case handling and approve losses
• Act as Delivery’s first line of escalate support and handle high severity/sensitivity cases
• Manage slack/zoom consultations and act as floor support for team
• Ensure teams’ work is balanced and inbound volume is handled by managing queues, triaging cases, and assigning ambassadors
• Ensure team is skilled and has tools they need; act as first point of contact for troubleshooting IT issues
• Be accountable for maintaining team schedule, ensuring proper coverage, conducting real time workforce management
• Think critically and evaluate operations, proposing changes in tools, workflows, or best practices
• Collaborate with cross-functional partners and stakeholders
• Summarize and escalate issues to high level stakeholders
• Step in as consultative escalation point for other Delivery teams
• Maintain deep knowledge in policies and operations; act as POCs for CS teams
• Provide recommendations and insights on service performance
• Report on ambassador, team, and service performance trends to Delivery leadership
• Provide insights recommendations for improving service delivery
• Close the loop with Training for areas needing improvement
• Act as support for Delivery leadership
• Document ways of working, best practices, and norms for your services
• Provide insights about staffing vs. volume to Supervisor or Managers
• Support continuous improvement activities as SME/POC for projects
• Sit on hiring panels and support upskilling and onboarding
• Help drive internal Delivery improvement initiatives