Resolution Customer
Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
Leads strategic projects designed to improve resolution times and customer satisfaction and increase efficiency.
Set and manage support expectations with customers.
Escalation Handling
Drive high-risk issues to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
Process Improvement
Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

Bachelor's degree in technology, business, or equivalent field.
2+ years of customer service, technology industry, or related experience is preferred
Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
Strong bilingual written and verbal communication skills in English and Korean
Understanding of reactive case lifecycle and troubleshooting methodology.
Strong judgment, decision-making skills, and ability to work under continual deadline pressure.
Excellent at multitasking, task prioritization, and time management.
Collaborative team player with strong stakeholder management skills