Customer Service Manager (Tier 2)

(Shift) Customer Service Manager (TW Counie Operations)

Coupang

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 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?”    Role Overview Manage and develop L4 supervisors while driving stable operational execution and continuous frontline improvement. This role requires strong operational coordination, real-time decision making, and the ability to identify improvement opportunities based on daily operational conditions and customer experience trends. L5 leaders are expected to move beyond issue handling and actively improve operational effectiveness across teams.   What You Will Do  1. Manage and coach L4 Team Leads / Supervisors 2. Monitor daily operational performance and real-time service metrics 3. Support manager call-backs and high-risk escalations 4. Identify operational gaps and drive immediate improvements 5. Strengthen L4 leadership capability through coaching and feedback 6. Improve operational execution consistency across teams 7. Coordinate with cross-functional stakeholders to resolve basic operational issues 8. Monitor customer trends, operational pain points, and service risks 9. Support workforce stability and operational planning   Expectations 1. Lead multiple teams (3+) with stable operational judgment 2. Identify operational inefficiencies and improvement opportunities quickly 3. Balance customer experience, operational efficiency, and business priorities 4. Coordinate effectively across teams and stakeholders 5. Develop frontline leadership capabilities within L4 supervisors 6. Drive action-oriented problem solving instead of only issue escalation 7. Use operational data and real-time conditions to make decisions   Basic Qualifications  1. Experience as a customer service team leader or operations manager 2. Experience managing supervisors or people managers preferred 3. Strong operational management and communication skills 4. Ability to manage fast-paced operations with multiple priorities 5. Basic English proficiency is a plus 6. Willingness to work rotating shifts 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.

[輪班] 一線客服組長Customer Service Assistant Manager

Coupang

我們在台灣的包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。  我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。    我們正在尋找具備領導力與服務精神的你，帶領客服團隊創造卓越的顧客體驗！ 這個職位不僅需要管理團隊，更需要在第一線與同仁並肩作戰，協助解決客戶的各類問題。 What will you do?   1. 直接管理與 support 第一線客服專員 (約10-15位客服) 2. 管理團隊出缺勤與現場工作狀況 3. 即時協助專員處理客戶問題與提供判斷或升級 3. 處理 supervisor call-back 與較困難的客戶互動 4. 指導客服專員改善應對方式、政策理解與服務品質 5. 主動觀察團隊成員狀態、風險與情緒變化 6. 必要時向上 escalation 營運或客戶風險 7. 協助訓練後的新人 onboarding 與日常團隊穩定 Basic Qualifications  1. 對一線團隊穩定性具備高度 ownership 2. 對人與團隊狀態具備敏感度 3. 能快速判斷現場狀況並做出合理應對 4. 在高壓環境下保持冷靜與專業 5. 在維持營運規範的同時，時刻重視 customer experience 6. 建立團隊信任感與日常 support culture 7. 須配合輪班 *輪班方式與時間： 週一至週日，比照8周變形工時方式排班 日班: 視營運需求於07:00-23:00排班     Preferred Qualifications  1. 曾擔任資深客服/客服組長，或具其他服務業一線人員管理／輔導經驗 2. 具良好溝通能力與問題處理能力 3, 能獨立處理客戶 escalation 情境 4. 基本英文能力加分   Recruitment Process and Others   Recruitment Process   * 申請資格審核 – 電話面試 – 視訊面試 – 錄取通知 * 招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化 * 面試時間表和結果將透過電子郵件地址通知應徵人員  Details to Consider  * 如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。 *  如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。 * Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。 人人均等的機會 Coupang提供均等的機會給所有員工。若沒有全球多元團隊的寶貴意見，我們不可能達成史無前例的成功。Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。

[部分遠端/輪班] 一線客服副理Customer Service Assistant Manager (TW Counie Operations)

Coupang

我們在台灣的包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。  我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。      職位: 一線客服副理Customer Service Assistant Manager (TW Counie Operations) 我們正在尋找具備領導力與服務精神的你，帶領客服團隊創造卓越的顧客體驗！ 這個職位不僅需要管理團隊，更需要在第一線與同仁並肩作戰，協助解決客戶的各類問題。   What will you do?   1. 直接管理與 support 第一線客服專員 (約10-15位客服) 2. 管理團隊出缺勤與現場工作狀況 3. 即時協助專員處理客戶問題與提供判斷或升級 3. 處理 supervisor call-back 與較困難的客戶互動 4. 指導客服專員改善應對方式、政策理解與服務品質 5. 主動觀察團隊成員狀態、風險與情緒變化 6. 必要時向上 escalation 營運或客戶風險 7. 協助訓練後的新人 onboarding 與日常團隊穩定   Basic Qualifications  1. 對一線團隊穩定性具備高度 ownership 2. 對人與團隊狀態具備敏感度 3. 能快速判斷現場狀況並做出合理應對 4. 在高壓環境下保持冷靜與專業 5. 在維持營運規範的同時，時刻重視 customer experience 6. 建立團隊信任感與日常 support culture 7. 須配合輪班 *輪班方式與時間： 週一至週日，比照8周變形工時方式排班 可選擇固定日班 ：7:00-16:00/14:00-23:00之間輪班(雙北地區需進辦公室) 或選擇固定夜班 ：22:00-7:00，夜班可全遠端工作     Preferred Qualifications  1. 曾擔任資深客服/客服組長，或具其他服務業一線人員管理／輔導經驗 2. 具良好溝通能力與問題處理能力 3, 能獨立處理客戶 escalation 情境 4. 基本英文能力加分     Recruitment Process and Others   Recruitment Process   * 申請資格審核 – 電話面試 – 視訊面試 – 錄取通知 * 招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化 * 面試時間表和結果將透過電子郵件地址通知應徵人員  Details to Consider  * 如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。 *  如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。 * Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。 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/