Director, Seller Support

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. At Coupang, every day is filled with the excitement of building, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position : Director, Seller Support 

The role will lead and oversee multiple critical functions focused on marketplace seller experience, performance management, and support operations. This role is responsible for developing and executing operational strategies to enhance seller and customer satisfaction, optimize support processes, and drive marketplace growth through effective seller management programs. The position will manage teams across operations, learning & development, knowledge management, performance monitoring, and settlement support functions.

Key Responsibilities

1.Strategic Leadership

• Direct and align multiple seller support teams including Operations, OSP management, L&D, Knowledge Management, Performance Management, and Settlement Support
• Develop and implement comprehensive seller support strategies to drive seller satisfaction and marketplace growth
• Establish and monitor KPIs across all seller support functions to ensure operational excellence
• Lead process improvement initiatives across all seller support channels and programs

2.Operational Management

• Oversee the development and implementation of seller support policies, procedures, and guidelines
• Manage the resolution of complex seller issues and escalations through appropriate channels
• Direct the creation and maintenance of seller support documentation and training materials
• Lead initiatives to improve seller onboarding, engagement, and retention

3.Team Development

• Build and mentor high-performing teams across multiple seller support functions
• Establish training programs and development paths for team members
• Foster a culture of continuous improvement and excellence in seller support
• Drive cross-functional collaboration between seller support teams and other departments

4.Process Optimization

• Identify and implement opportunities for process automation and efficiency improvements
• Lead data-driven decision-making processes to optimize seller support operations
• Oversee the development and enhancement of seller support tools and systems
• Drive initiatives to reduce seller pain points and improve satisfaction metrics

Required Qualifications

• Bachelor's degree required
• 8+ years of experience in e-commerce, marketplace operations, or customer/seller support
• 4+ years of people management experience, including managing managers
• Proven track record of leading large-scale operational improvements
• Strong analytical skills with experience in data-driven decision making
• Excellence in cross-functional team leadership and stakeholder management
• Advanced problem-solving abilities with experience in process optimization and crisis management
• Demonstrated project management experience with track record of successful delivery
• Excellent communication skills, both written and verbal
• Professional/Native Mandarin proficiency required; English is a plus

Preferred Qualifications

• Experience in e-commerce platforms, marketplace operations, or B2B services
• Experience with customer or seller support tools and systems like Zendesk
• International team management experience

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.

Things 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.

Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.