Coupang
CustomerServiceTicketManagementSpecialist
“Customer Service Ticket Management Specialist at Coupang. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. lead our service quality assurance efforts. architecting service efficiency through high-level ticket auditing and strategic oversight”
What You'll Achieve.
elevating the standard of customer service excellence; ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks; maximize internal efficiency; accelerate seamless service delivery; ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently; fostering a culture of accountability and service excellence
Industry & Context.
analytical problem-solver; diagnose systemic bottlenecks; engineer scalable workflows
What They're Looking For.
Must Have
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
Nice to Have
Experience in Quality Assurance (QA), Highly adaptive to fast-paced environments, with a proven ability to independently acquire new knowledge and skills
What You'll Do.
lead our service quality assurance efforts
architecting service efficiency through high-level ticket auditing and strategic oversight
diagnosing systemic bottlenecks
optimizing cross-functional workflows
ensuring our front-line teams are empowered with sophisticated resources and professional mastery
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
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
Leverage data analytics to diagnose systemic bottlenecks and engineer scalable workflows that maximize internal efficiency and accelerate seamless service delivery
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
Mitigate organizational risk by leading the audit of high-sensitivity cases
enforcing strict compliance with internal policies
How You'll Work.
Team & Collaboration
optimizing cross-functional workflows; ensuring our front-line teams are empowered
Applying for this Customer Service Ticket Management Specialist role?
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