Principal, Customer Incident Management

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 : Principal, Customer Incident Management

Responsibilities:

The Customer Incident Manager (CIM) is responsible for resolving customer issues and complaints escalated as Red Flag incidents. This role requires a proactive approach to customer service, ensuring that incidents are addressed promptly and efficiently to maintain high customer satisfaction. The Customer Incident Manager acts as the main point of contact for escalated customer issues, coordinating with various internal teams to ensure a swift resolution.

1. Incident Management:

• Proactively manage critical issues escalated from inquiries to the Customer Service team.
• Act as the main contact for CS team for escalated customer incidents
• Log, track, and manage incidents for timely resolution.
• Design and implement programs to analyze root causes and prevent recurring issues.
• Support Coupang's business growth through successful program execution

2. Coordination and Communication:

• Liaise between customers and internal teams (technical support, product management, operations).
• Provide regular status updates to customers.
• Collaborate with cross-functional teams to address company-wide impacts.
• Ensure stakeholder alignment and understanding of incident status and resolution steps.

3. Problem Resolution:

• Analyze and diagnose customer issues to identify root causes.
• Develop and implement solutions to resolve incidents and prevent recurrence.
• Escalate complex issues to higher-level support or management as needed.

4. Customer Satisfaction:

• Ensure high customer satisfaction through effective incident management.
• Gather and assess customer feedback post-resolution to identify improvement areas.
• Implement strategies to enhance the incident management process based on feedback.

5. Reporting and Analysis:

• Maintain detailed incident records, timeline, and actions taken.
• Generate and analyze reports on incident trends, resolution times, and customer satisfaction.
• Drive poka-yoke process to identify defects and areas of future improvement

Essential Qualifications:  

• Experience in working on internal/external civil complaints at an e-commerce company
• Have a high-level of understanding of laws and policies related to e-commerce services
• Expertise in process improvement, planning, and execution
• Capability to communicate smoothly with a customer-centered mindset
• Proactively and quickly adapts to changes with passion and willingness
• Excellent communication skills and problem-solving capabilities related to internal and external work

Preferred Qualifications: 

• 8 years of experience in customer service or incident management roles.
• Proficiency in English, both spoken and written.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and work under pressure.