Description

You will lead the Korea Customer Care team onsite, owning end-to-end performance, capability building, and operational stability. Act as the local authority for customer experience and quality, serving as the primary bridge between the team and regional/global stakeholders.

Requirements

• 8+ years in Customer Care/Operations with 5+ years in people leadership
• Proven track record leading high-performing support teams in KPI-driven environment
• Strong command of English and Korean (verbal and written)
• Demonstrated ability to manage performance using data and structured reviews
• Experience handling escalations, ambiguity, and operational change

Responsibilities

• Own end-to-end people management for Korea CC team
• Lead performance and development through structured 1:1s and data-driven reviews
• Foster high engagement, accountability, and psychological safety
• Manage delivery of core KPIs (SLA, CSAT, QA, productivity) and drive corrective actions
• Act as first escalation point for complex customer issues and operational risks