Catalog & Seller Support Management (Part Lead) (TW VOS)

Please complete the attached Internal Transfer Request Form and submit.   

Please make sure to apply with your Coupang e-mail address.   

Role Overview

At Coupang, we deliver superior product selection for customers without compromising seller convenience. This role is responsible for managing core catalog operations related to Coupang’s retail and 3P (Third Party) products, including the registration, editing, and deletion of catalog information, as well as training of team members (Operators).

The Voice of Seller (VOS) team serves as the primary point of contact for catalog-related inquiries from sellers. We work closely with cross-functional teams such as Engineering and Customer Support to continuously improve the quality of Coupang's product catalog. By setting and adhering to SLAs (Service Level Agreements), we ensure timely and accurate responses to sellers. In addition to handling inquiries, we identify root causes of recurring issues and escalate them to the relevant departments to drive permanent resolutions and prevent future occurrences.

What You Will Do

• Conduct root cause analysis on catalog-related issues reported by sellers
• Enhance customer shopping experience through Buybox configuration for key products and support for special projects
• Identify and communicate system error improvement requests to relevant teams to prevent recurrence
• Requests active coaching and feedback on what is needed, and reflects them.
• Performs tasks of formalized or controlled processes to increase the efficiency of work according to the team goals. Making progress with managerial oversight.
• Mainly communicates within the team and communicates with relevant teams depending on the situation.
• Follows given processes correctly.

Basic Qualifications

• Chinese Traditional Language Available
• Who is proficient in using Excel or has experience in data analysis.
• Experience in seller or customer consulting
• Good understanding of e-commerce business models
• Excellent communication and negotiation skills when collaborating with internal stakeholders

Preferred Qualifications

• Bilingual proficiency in English or Korean
• Experience using Zendesk or similar customer service platforms

Please complete the attached Internal Transfer Request Form and submit.   

Please make sure to apply with your Coupang e-mail address.