Sr. Customer Service Specialist (TW Complaint Experience Management)

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 Overseas 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 Coupangs expansion in Taiwan. This is an exceptional opportunity to become a part of Coupangs growth in Taiwan and create a world where our customers wonder How did I ever live without Coupang

Role Overview

Role 1. This role is responsible for the centralized management of all major customer incidents in Coupang Taiwan and serves as the core incident management and program management function within Customer Incident Management (CIM). The role oversees the handling tracking and coordination of major and highrisk incidents to ensure consistent responses transparent progress and controlled addition the role leads crossfunctional process and governance improvement initiatives derived from major incidents to drive systemic improvement and enhance operational stability and customer trust.

Role 2. This role is responsible for preventing the recurrence of major incidents by addressing issues at their root cause. Through deep analysis of incidentdriven customer and operational pain points the role defines and drives targeted improvement and prevention mechanisms. By leveraging data analysis incident reviews and crossfunctional collaboration the role leads root cause analysis process optimization and governance improvements to ensure effective implementation and measurable outcomes. The role aims to continuously reduce the risk of major incidents while enhancing overall customer experience and operational stability.

What You Will Do

Role 1.

• Centrally manage major customer incidents serving as the core management role for customer incident management
• Act as the program management lead for major incidents and highrisk situations by coordinating crossfunctional resources timelines and decisionmaking processes
• Establish standardized incident handling and followup frameworks to ensure clear workflows transparent progress and traceable outcomes
• Plan and drive crossfunctional process and governance improvement initiatives derived from major incidents to enable longterm systemic improvement
• Partner closely with Customer Service Product Operations Legal Finance and other teams to ensure effective execution of incident handling and improvement plans
• Build and maintain SOPs internal wikis governance processes and pointsofcontact (POC) lists related to incident and program management
• Regularly consolidate and report major incident status risk assessments improvement progress and recommendations to leadership

Role 2.

• Lead root cause analysis for major incidents and highimpact issues thoroughly assessing their impact on both customers and operations
• Design and drive incident prevention and improvement initiatives across processes policies and systems to reduce recurrence risk
• Leverage and apply DSAT analysis to identify the underlying drivers of customer dissatisfaction and translate insights into actionable improvements
• Proactively analyze data using multiple tools and data sources such as Zendesk BTS and Power BI and initiate internal investigations when needed
• Partner closely with Customer Service Product Operations and Technology teams to ensure improvement initiatives are practical and effectively implemented
• Define and track success metrics for improvement initiatives to ensure measurable impact and sustained results
• Systematically identify and prioritize opportunities to strengthen preventive mechanisms and reduce the likelihood of future major incidents

BasicQualifications

• Bachelors degree in business marketingdata analytics information management or a related field
• 5 years of experience in customer experience management customer service customer success operations process improvement or incident analysis
• Strong understanding of customer journey mapping and CX measurement tools including NPS CSAT and DSAT
• Strong analytical skills and structured thinking with the ability to conduct deepdive problem analysis
• Ability to independently analyze data and translate insights into actionable recommendations
• Proficiency in data analysis tools and incident analysis methodologies
• Proven ability to collaborate crossfunctionally and influence stakeholders to drive improvements

Preferred Qualifications

• Masters degree in a related field
• Experience handling complex complaints escalations or consumer protection cases
• Handson experience with CX metrics and analysis frameworks including DSAT VOC and NPS
• Experience working in e-commerce logistics or high-growth environments
• Experience leading process optimization quality improvement or governance initiatives
• Familiarity with analytical and visualization tools such as Zendesk BTS and Power BI
• Experience in ecommerce platform businesses customer service environments or complex operations
• Proficiency in written and spoken Mandarin with working proficiency in English

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 veterans benefits the disabled etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

Experience:

Senior IC