Coupang
SLA분석및개선담당자(CXSLA)[L4]
“SLA 분석 및 개선 담당자(CX SLA) [L4] at Coupang. Skills: SLA analysis, Process improvement, Customer experience. Analyze customer experience processes. Improve customer experience processes”
What You'll Achieve.
Improve overall service quality; Maximize customer satisfaction
Industry & Context.
Root cause analysis; Problem analysis; Solution design
What They're Looking For.
Must Have
3+ years CS process/system improvement experience, Experience leading/participating in CX improvement projects, Structural analysis and actionable solution skills, Data analysis and root cause definition skills, Data-based stakeholder collaboration skills
Nice to Have
SLA related work experience, Proficiency in Python, SQL, Proficiency in Power BI, MS Office, Zendesk solution understanding, Customer service or statistics certification, Fast hire availability
What You'll Do.
Analyze customer experience processes
Improve customer experience processes
Manage Top Percentile metrics
Analyze CX process issues
Establish recurrence prevention measures
Collaborate with departments for CS process enhancement
Collaborate with departments for CS system enhancement
Improve operational standards
Establish customer response SOPs
Design customer response guidelines
Analyze Zendesk ticket data
Derive insights from ticket data
How You'll Work.
Team & Collaboration
Cross-departmental collaboration; Interdepartmental communication
Communication Scope
Stakeholder communication
Applying for this SLA 분석 및 개선 담당자(CX SLA) [L4] role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Coupang?
Real rants from real employees. Read before you apply.