Customer Service Manager(TW Contact Center Operations)

coupanginternal· Customer Service
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📍 Taipei, Taiwan

About this role

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?”   

  

 
What you'll do:
  • Act as the primary point of contact between Coupang and the outsourced contact center for seller support operations
  • Design, maintain, and optimize service SOPs and knowledge bases based on seller-facing workflows (e.g. product listing, order issues, payment reconciliation, account status, and policy enforcement)
  • Define, monitor, and drive performance KPIs (e.g. SLA compliance, response accuracy, seller satisfaction, case quality) and lead regular business reviews
  • Ensure training content and delivery meet operational standards and enable front-line agents to provide accurate, consistent support
  • Collaborate cross-functionally with internal teams such as Product, Risk, Finance, Compliance, and System teams to resolve seller issues and improve support flows
  • Analyze VOS (Voice of Seller) and operational data to identify trends and propose actionable improvement plans
  • Support operational change management and implementation of new tools or services (e.g. voice support, self-service, bot handover, or policy/process changes)

Basic Qualifications:

  • Bachelor’s degree or above
  • 5+ years of experience in customer service or operations, with at least 3 years managing outsourced vendor teams
  • Solid understanding of B2B platform operations and merchant service requirements
  • Strong command of key contact center metrics (SLA, CSAT, QA, etc.) and ability to create and interpret performance dashboards
  • Excellent cross-functional collaboration and problem-solving skills
  • Hands-on experience with CRM/ticketing tools (e.g. Zendesk, Salesforce)
  • Proficiency in both English and Mandarin (written and spoken)

 

Preferred Qualifications:

• Experience in e-commerce, SaaS, marketplace platforms, or supply chain tech
• Background in contact center setup, process reengineering, or automation projects
• Certifications such as PMP, COPC, Six Sigma, or ITIL are a strong plus

 

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​ 

  

  

Please complete the attached Internal Transfer Request Form and submit.   

Please make sure to apply with your Coupang e-mail address.   

  

Frequently Asked Questions

Is the salary disclosed for the Customer Service Manager(TW Contact Center Operations) position at coupanginternal?
The salary for this Customer Service Manager(TW Contact Center Operations) role at coupanginternal is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Service Manager(TW Contact Center Operations) position at coupanginternal located?
This Customer Service Manager(TW Contact Center Operations) role at coupanginternal is based in Taipei, Taiwan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Customer Service Manager(TW Contact Center Operations) at coupanginternal belong to?
This Customer Service Manager(TW Contact Center Operations) position is part of the Customer Service department at coupanginternal. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Service Manager(TW Contact Center Operations) position at coupanginternal?
Click the "Apply Now" button on this page. You will be redirected to coupanginternal's official application portal hosted on greenhouse where you can submit your application directly.
When was the Customer Service Manager(TW Contact Center Operations) job at coupanginternal posted?
This Customer Service Manager(TW Contact Center Operations) position at coupanginternal was posted on Sep 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Service Manager(TW Contact Center Operations)
coupanginternal
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