Complaint Experince Management Sr.Specialist (TW Complaint Experience Management)

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 As a Senior Complaint Experience Management (CEM) Specialist, you will own and drive Coupang Taiwan’s complaint and escalation experience strategy. You will take a leading role in managing complex customer complaints, consumer protection cases, and incident responses, while partnering closely with cross-functional teams to identify systemic issues, improve customer experience metrics, and build long-term customer trust. What You Will Do Lead and execute company-wide complaint and escalation experience strategies to improve customer satisfaction, loyalty, and brand trust Analyze and monitor customer experience metrics including NPS, CSAT, and DSAT to identify trends, risks, and improvement opportunities Represent Coupang in consumer protection meetings and manage responses to external customer disputes and complaints Act as a core member of cross-functional incident response initiatives to ensure timely resolution and minimize customer impact Consolidate customer feedback and behavioral data to propose clear and actionable improvement plans Partner closely with Customer Service, Product, Legal, Compliance, and other stakeholders to embed a customer-centric culture Build and maintain CX dashboards and weekly or monthly reports to provide insights and early warnings to leadership Basic Qualifications Bachelor’s degree in business, marketing, or a related field 5+ years of experience in customer experience management, customer service, or customer success Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT Ability to independently analyze data and translate insights into actionable recommendations Strong communication and cross-functional collaboration skills Preferred Qualifications Master’s degree in a related field Experience handling complex complaints, escalations, or consumer protection cases Experience working in e-commerce, logistics, or high-growth environments 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 veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.