客服經理 Customer Service Operations Manager (TW Counie Team)(輪班性質）
Core
Manage and develop customer service team leaders and senior agents to ensure stable operations and continuous optimization for Coupang's Taiwan delivery services.
Role type
Senior IC Customer Service Operations Manager
Builds
Stable frontline customer service operations and optimized service metrics for Coupang Taiwan
Domain
E-commerce / Logistics / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, operational judgment, cross-functional coordination, data-driven decision making, SOP enforcement, risk management, stakeholder management
Preferred skills
English proficiency, experience in fast-paced environments
Technologies
Service metrics tools, operational dashboards
Responsibilities
Manage and mentor CS team leaders and senior agents, monitor daily service metrics and handle escalations, proactively identify and drive operational improvements, ensure consistent SOP execution, coordinate with internal teams, analyze customer trends and service pain points
Seniority
Senior, hands-on IC
