Sr. Manager, Customer Service

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

We are a team focused on customer service operations and BPO performance management, committed to delivering efficient and reliable support experiences. By working closely with outsourced partners and internal stakeholders, we drive KPI success, process improvements, and seamless project execution. Join us to play a key role in enhancing both service quality and operational excellence through effective coordination and insight-driven support.

What You Will Do

• Outsourced Customer Service Performance ManagementMonitor and analyze key performance indicators (e.g., AHT, FCR, CSAT) for BPO partners, and provide data-driven suggestions for improvement.
• Lead regular business reviews with vendors, coordinate on issue resolution, and support project implementation to ensure service quality and cost efficiency.
• Customer Service Operations SupportUtilize customer service metrics and workforce logic to support scheduling efficiency and operational goal achievement.
• Collaborate with internal teams (e.g., Process, Training, Systems) to optimize workflows and enhance front-line performance.
• Process Improvement and Project ParticipationProactively identify areas for improvement in customer support processes and contribute to initiatives such as SOP redesign or automation rollout.
• Assist in compiling operational reports and case analyses to support decision-making and continuous training enhancements.

Basic Qualifications

• 8 years of experience in customer service operations or vendor support roles.
• Experience in managerial roles within customer centers, demonstrating a track record of success.
• Strong understanding of key KPIs such as AHT, FCR, and CSAT.
• Excellent communication and coordination skills across internal and external stakeholders.
• Proficiency in CS tools (e.g., Zendesk) and operational tools such as Excel or internal BI dashboards.
• Proficient in operating and managing systems and solutions specific to customer center operations.

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.