Customer Service Ticket Management Specialist

About this role

Company Introduction

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.

Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”

Role Overview

We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring, this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical problem-solver committed to elevating the standard of customer service excellence.

What You Will Do

1. Performance Governance & SLA Stewardship: Establish and oversee rigorous performance governance frameworks, conducting deep-dive audits to ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks.

2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service interactions, ensuring all front-line outputs reflect the company's excellence and technical authority.

3. Process Engineering & Operational Scalability: Leverage data analytics to diagnose systemic bottlenecks and engineer scalable workflows that maximize internal efficiency and accelerate seamless service delivery.

4. Knowledge Architecture & Skill Empowerment: Strategically optimize the internal knowledge base and provide actionable insights to ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently.

5. Risk Mitigation & Compliance Leadership: Mitigate organizational risk by leading the audit of high-sensitivity cases, enforcing strict compliance with internal policies while fostering a culture of accountability and service excellence.

Basic Qualifications

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Relevant Customer Service Experience: 2-3 years of experience in Customer Service or Support operations.