Customer Service Manager (Customer Emergency Monitoring & Management)

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?”

Position: Customer Service Manager (Customer Emergency Monitoring & Management)

This role is responsible for handling technical and system-related cases that frontline customer service cannot resolve. Through analysis and coordination, it provides the best solutions for both customers and internal teams.

What You Will Do

• Manage and resolve system-related issues escalated from frontline customer service, including anomalies on the website, app, and customer support platforms.
• Proactively contact customers to gain a deeper understanding of the issue context and its impact.
• Quickly analyze and identify the root cause, propose solutions, or compile detailed information for relevant technical teams.
• Identify common or potential issues affecting multiple customers and conduct risk assessments.
• When system teams detect anomalies, follow up proactively to assess customer impact and propose communication and recovery plans.
• Draft and continuously improve troubleshooting processes and SOPs to enhance team efficiency and consistency.
• Must have strong English proficiency to read and respond to system-related information and collaborate with global teams.

Essential Qualifications

• Experience in customer service, technical support, or service operations; management or leadership experience is a must.
• Strong analytical and problem-solving skills, with the ability to make quick decisions under pressure.
• Excellent cross-functional communication and coordination skills, with the ability to synthesize information and drive solutions.
• Proficient in English (speaking, reading, writing) for effective communication with international teams.

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.