Customer Service Manager(TW Contact Center Operations)
Core
Lead Coupang's seller support operations in Taiwan by managing outsourced contact center teams and optimizing service workflows.
Role type
Senior Customer Service Manager (Outsourced Vendor Management)
Builds
Seller support operations, service SOPs, and performance dashboards for Coupang's Taiwan market.
Domain
E-commerce / Marketplace / Seller Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Vendor team management, SOP design, KPI monitoring, cross-functional collaboration, data analysis, CRM/ticketing tools, English, Mandarin
Preferred skills
E-commerce/SaaS/marketplace experience, process reengineering, automation projects, PMP/COPC/Six Sigma/ITIL certifications
Technologies
Zendesk, Salesforce
Responsibilities
Act as primary contact for outsourced contact center; Design and optimize service SOPs and knowledge bases; Define and monitor performance KPIs; Ensure training content meets operational standards; Collaborate cross-functionally to resolve seller issues; Analyze operational data to propose improvements; Support operational change management.
Seniority
Senior, hands-on IC