[CES] Senior Customer Service Specialist [L5] (Merchant Support)

The role

This person will support merchant operations by analyzing VOC data to derive improvement tasks. They will establish operational systems for new products and collaborate with related departments to solve order issues.

What you will do

• Derive and execute operational improvement tasks through Coupang Eats merchant VOC data analysis
• Review operational requirements and establish SOP before deploying new products and promotions
• Monitor operational issues during early product launches and escalate to related departments
• Analyze root causes and solve order issues through collaboration with related teams
• Follow up on merchant compliance for legal and regulatory requirements such as KYC
• Extract and process operational data to propose improvement directions

Required qualifications

• 8+ years of experience in related fields such as operations planning or product management
• Experience planning and executing operational issue analysis and improvement tasks
• Ability to collaborate smoothly with various related departments
• Experience establishing SOP and improving processes in complex operational environments
• Ability to solve problems based on data using data extraction and processing tools such as SQL

Nice to have

• Experience in VOC-based improvement projects at platforms or startups
• Experience leading a team of 5 or more people (or experience as a team leader)

About the company

Coupang Eats Services provides differentiated delivery strategies and support for customers, merchants, and delivery partners. The company operates systems to ensure stable sales opportunities for merchants and a great customer experience.