Customer Experience Improvement Senior Specialist (tw Customer Incident Management)

Coupang Inc

Taipei, Taiwan
On-site
5+ years customer experience management
Root cause analysis for major incidents
Cross-functional process governance
This role serves as the core incident management function responsible for centrally managing all major customer incidents in Coupang Taiwan

Job Summary

  • This role serves as the core incident management function responsible for centrally managing all major customer incidents in Coupang Taiwan.
  • The position drives systemic improvements by leading root cause analysis and designing prevention mechanisms to reduce incident recurrence.
  • Candidates must leverage data tools like Power BI and Zendesk to translate operational pain points into actionable strategic recommendations.

Matching Summary

This role serves as the core incident management function responsible for centrally managing all major customer incidents in Coupang Taiwan.

Skills & Requirements

Must-have

  • 5+ years customer experience management
  • Root cause analysis for major incidents
  • Cross-functional process governance
  • Data analysis with Power BI and Zendesk
  • DSAT and NPS metric expertise

Nice-to-have

  • Experience in high-growth e-commerce environments
  • Master's degree in related field
  • Handling complex consumer protection cases
  • Mandarin and English bilingual proficiency

Key Requirements

  • Bachelor's degree in business or related field
  • 5+ years of relevant experience
  • Proficiency in data analysis tools

Work Rights

Not specified

Tailored Resume

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