Manager, Seller Service

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 Overseas” 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 : Manager, Seller Service

About the Role

The Seller Support Operations Consultant leads a team that spans key operational functions, including managing seller performance, call center operations and escalations, compensation processes, and compliance operations. This role ensures seamless collaboration across multiple functions to enhance seller experiences, drive operational excellence, and maintain regulatory and safety standards.

Job Description

1. Manage Seller Operations and Escalations
   • Handle and resolve escalated cases from agents, ensuring prompt and effective resolutions.
   • Collaborate with relevant departments to address complex issues and enhance seller satisfaction.
2. Seller Performance Management
   • Manage seller performance, including sales suspension or resumption, and respond to appeals within policy guidelines.
   • Propose new policies and improve processes to enhance seller performance and operational efficiency.
   • Analyze weekly business review (WBR) data to enhance seller compensation procedures.
3. Team Leadership and expansion
   • Lead a cross-functional team encompassing escalations management, seller compensation, performance monitoring, call center operations, and compliance.
   • Drive collaboration across functions to achieve aligned goals and improve seller satisfaction.

Qualifications
• Bachelor’s degree preferred.
• 6 years of experience in a seller performance management, business operations, customer service, or similar role.
• Professional level in English is required
• Excellent problem-solving, analytical, and communication skills.
• Thrives in a fast-paced environment with a proactive mindset
• Detail-oriented, adaptable, and responsible.
• Strong leadership and team management skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).

Remuneration

• Salary is negotiable (in accordance with regulations, the regular monthly salary is above NT$40,000).

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/