CXE(Customer eXperience Escalations) Manager
Core
Manage a team of 5-10 agents handling escalated customer issues for Coupang's Taiwan operations, including scheduling, performance analysis, and cross-functional coordination to resolve complex cases.
Role type
Senior Customer Experience Escalations Manager
Builds
Escalation resolution workflows and customer satisfaction improvements for Coupang Taiwan
Domain
E-commerce / Customer Support
Deliverable
client delivery
Required skills
Team management, scheduling, performance analysis, cross-functional communication, SOP optimization, Excel (pivot tables), rapid adaptation, crisis management
Preferred skills
E-commerce experience, project management, Korean language, data management
Responsibilities
Create schedules and monitor agent status; Resolve agent difficulties and optimize business quality via performance analysis; Manage special cases and provide solutions; Act as user contact window for cross-departmental issue resolution; Handle direct calls from users requesting supervisor contact; Analyze backend data to improve SOPs and systems.
Seniority
Manager, hands-on team lead