Customer Service Ticket Management Specialist

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

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Childcare support

Not verified

Learning budget

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Verification

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Salary

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

Rotating Verified - from the job posting source checked Jun 20, 2026

Weekend work

Required Verified - from the job posting source checked Jun 20, 2026

Company

Company stage

Public-company Verified - from the job posting source checked Jun 20, 2026

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

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Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Customer Service Ticket Management Specialist Taipei, Taiwan Company Introduction Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door. Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond. 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 We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring, this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical problem-solver committed to elevating the standard of customer service excellence. What You Will Do 1. Performance Governance & SLA Stewardship: 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. 2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service interactions, ensuring

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