Customer Service Manager(TW Contact Center Operations)

Qualifications: Bachelor’s degree or above 5+ years of experience in customer service or operations, with at least 3 years managing outsourced vendor teams Solid understanding of B2B platform operations and merchant service requirements Strong command of key contact center metrics (SLA, CSAT, QA, etc.) and ability to create and interpret performance dashboards Excellent cross-functional collaboration and problem-solving skills Hands-on experience with CRM/ticketing tools (e.g. Zendesk, Salesforce) Proficiency in both English and Mandarin (written and spoken) Preferred Qualifications : • Experience in e-commerce, SaaS, marketplace platforms, or supply chain tech • Background in contact center setup, process reengineering, or automation projects • Certifications such as PMP, COPC, Six Sigma, or ITIL are a strong plus 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. Privacy Notice​ Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/ ​