[Coupang TW] Catalog & Seller Support Management (Part Lead)

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  

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 

Office Location: TPE2 (105402台北市台北市松山區民生東路３段１５６號１９樓之１～６ 台灣)

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/​