Customer Service Ticket Management Specialist

Company Introduction Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door. Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond. We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?” Role Overview We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring, this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical problem-solver committed to elevating the standard of customer service excellence. What You Will Do 1. Performance Governance & SLA Stewardship: Establish and oversee rigorous performance governance frameworks, conducting deep-dive audits to ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks. 2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service interactions, ensuring all front-line outputs reflect the company's excellence and technical authority. 3. Process Engineering & Operational Scalability: Leverage data analytics to diagnose systemic bottlenecks and engineer scalable workflows that maximize internal efficiency and accelerate seamless service delivery. 4. Knowledge Architecture & Skill Empowerment: Strategically optimize the internal knowledge base and provide actionable insights to ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently. 5. Risk Mitigation & Compliance Leadership: Mitigate organizational risk by leading the audit of high-sensitivity cases, enforcing strict compliance with internal policies while fostering a culture of accountability and service excellence. Basic Qualifications Relevant Customer Service Experience: 2-3 years of experience in Customer Service or Support operations. A deep understanding of front-line service dynamics and customer pain points is essential. This role requires flexibility to work rotating shifts, including weekends (five days per week). Morning shift: 7:00 AM – 4:00 PM / Afternoon/Evening shift: 1:00 PM – 10:00 PM Preferred Qualifications Experience in Quality Assurance (QA) Highly adaptive to fast-paced environments, with a proven ability to independently acquire new knowledge and skills. Recruitment Process and Others Recruitment Process Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. Details to Consider This job posting may be closed prior to the stated end date for application if all openings are filled. Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process. Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. Privacy Notice​ Your personal information will be colle