💼 About This Role

You'll audit high-stakes service tickets and optimize workflows for Coupang's Taiwan operations. You'll drive operational excellence through data analysis and process engineering. This role is key to scaling our customer service quality.

🎯 What You'll Do

• Establish performance governance frameworks and conduct SLAs audits
• Validate precision and professional caliber of service interactions
• Use data analytics to diagnose bottlenecks and engineer workflows
• Optimize internal knowledge base for front-line teams

📋 Requirements

• 2-3 years of Customer Service or Support operations experience
• Deep understanding of front-line service dynamics
• Analytical problem-solving skills
• Experience with ticket auditing and quality assurance

✨ Nice to Have

• Experience in Quality Assurance (QA)
• Adaptable to fast-paced environments
• Independent learning ability

📨 Hiring Process

Estimated timeline: 3-5 weeks

1. 1Application Review· 1-2 weeks
2. 2Phone Interview· 30 min
3. 3Onsite or Virtual Onsite Interview· 1-2 hours
4. 4Offer· 1 week