Ocean Customer Experience Team Lead - Korean Speaker
Core
Leads Ocean Customer Experience operations, managing team performance, ensuring high-quality issue resolution, and driving process improvements for the Ocean product.
Role type
Team Lead, Customer Experience Operations
Builds
Customer issue resolution outcomes and operational efficiency for Ocean shipping services
Domain
Logistics / Supply Chain / Customer Service
Deliverable
client delivery
Required skills
Team management and coaching, Stakeholder communication, Process improvement, Project management, Problem-solving, Change management, Performance management, KPI monitoring, System adoption support
Preferred skills
Fluent English, Near-native Korean or Japanese, Experience with Ocean product, Strong execution under pressure
Technologies
Customer service platforms, Case management systems
Responsibilities
Translate operational goals into daily/weekly team plans, Manage team performance through KPIs and coaching, Ensure timely and high-quality customer issue resolution, Identify process gaps and drive improvement initiatives, Support system and platform rollout, Act as escalation point for complex issues
