客服經理 Customer Service Manager (TW Counie Operations)
Core
Manage and develop customer service team leaders and senior agents to ensure stable operations and continuous optimization of CS teams for Coupang's Taiwan operations.
Role type
Senior IC Customer Service Manager
Builds
Stable and optimized customer service operations for Coupang Taiwan
Domain
E-commerce / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team management, operational judgment, stakeholder coordination, data-driven decision making, leadership development, SOP enforcement, risk observation
Preferred skills
Prior experience as CS team leader or manager, fast-paced environment management, basic English
Technologies
None stated
Responsibilities
Manage and develop CS team leaders and senior agents, monitor daily CS operational data and real-time service metrics, handle manager escalations and high-risk customer cases, proactively identify operational issues and drive improvements, strengthen CS team leaders' management and judgment capabilities, ensure consistent execution of team SOPs and service standards, coordinate with different CS teams to resolve operational issues, observe customer trends, service pain points, and operation risks, maintain team stability and daily operation management
Seniority
Senior, hands-on IC
