Description

You will lead CS operations for Coupang Pay's new services, ensuring stable customer experiences and continuous quality improvement. You'll develop response policies, manage VOC analysis, handle high-level escalations, and support sales operations.

Requirements

• 4+ years of CS operations experience including direct call handling and escalations
• Experience in sales support or operational roles
• Cross-functional collaboration and task completion experience
• Experience analyzing operational issues using metrics and driving improvements
• Bachelor's degree or higher

Responsibilities

• Develop customer response policies and manuals for new services
• Provide operational guidance to outsourced contact center and monitor quality
• Support sales operations including operational policy and contract management
• Handle second-level escalation of high-difficulty issues and direct call responses
• Analyze VOC and operational metrics to drive process and cost efficiency improvements