Taipei•Posted: Jul 2•Deadline: Aug 17
Company Introduction
Coupang 正在重新構想購物體驗，目標是讓每位顧客從打開 Coupang App 的那一刻起，到訂單送達家門為止的每個環節都感到驚喜。
我們在台灣提供的服務包括「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；以及「火箭跨境」，為來自韓國、美國等地的數百萬暢銷商品提供國際速配服務。
我們正在尋覓優秀人才，攜手推動 Coupang 在台灣的業務拓展。這是一個難得的機會，能親身參與 Coupang 的高速成長，打造一個讓顧客忍不住讚嘆：「沒有 Coupang，我該怎麼生活？」的世界。
Role Overview（職務概覽）
身為資深顧客申訴體驗管理（CEM）專員，您將主導並推動 Coupang 台灣的申訴與升級體驗策略。此職位將負責處理高複雜度顧客申訴、消費者保護案件與重大事件應對，並透過跨部門合作找出系統性問題，優化顧客體驗指標，持續強化顧客對 Coupang 品牌的信任。
What You Will Do（工作內容）
* 規劃並執行全公司層級的申訴與顧客體驗策略，提升顧客滿意度、忠誠度與品牌信任
* 分析與追蹤顧客體驗指標（如 NPS、CSAT、DSAT），洞察趨勢、風險與改善機會
* 代表公司出席消費者保護相關會議，回應並處理對外顧客爭議與申訴案件
* 作為跨部門 incident 應對機制的核心成員，確保問題即時處理並降低對顧客的影響
* 彙整顧客回饋與行為數據，提出具體且可執行的改善方案
* 與客服、產品、法務、合規等團隊密切合作，深化以顧客為中心的工作模式
* 建立並維護 CX 儀表板與週／月報，定期向管理階層提供決策洞察與預警資訊
Basic Qualifications（基本條件）
* 商業、行銷或相關領域之學士學位
* 五年以上顧客體驗管理、顧客服務或顧客成功相關經驗
* 熟悉顧客旅程設計、痛點分析及 CX 指標工具（如 NPS、CSAT、DSAT）
* 具備獨立數據分析與問題解決能力，能提出具體改善建議
* 具備良好的溝通能力與跨部門協作能力
Preferred Qualifications（加分條件）
* 相關領域之碩士學位
* 具備高複雜度申訴、升級案件或消費者保護案件處理經驗
* 具備電商、物流或快速成長型組織的工作經驗
* 中文流利，具備英文書寫與溝通能力者佳
招募流程（Recruitment Process）
履歷審查 – 電話面試 – 現場面試（或線上面對面面試）– 錄取通知
實際招募流程可能依各職缺性質而有所不同，亦可能因時程安排或其他因素進行調整。
面試時程與結果將透過應徵者於申請階段所提供的電子郵件信箱通知。
注意事項（Details to Consider）
若所有職缺於截止日前皆已招募完成，本職缺公告可能提前關閉。
若應徵者於申請或招募過程中提供不實資訊，Coupang 有權撤回錄取通知。
依法享有就業保護資格者（如退伍軍人、身心障礙者等），將依相關法令獲得優先考量。
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
As a Senior Complaint Experience Management (CEM) Specialist, you will own and drive Coupang Taiwan’s complaint and escalation
experience strategy. You will take a leading role in managing complex customer complaints, consumer protection cases, and incident
responses, while partnering closely with cross-functional teams to identify systemic issues, improve customer experience metrics,
and build long-term customer trust.
What You Will Do
* Lead and execute company-wide complaint and escalation experience strategies to improve customer satisfaction, loyalty, and
brand trust
* Analyze and monitor customer experience metrics including NPS, CSAT, and DSAT to identify trends, risks, and improvement
opportunities
* Represent Coupang in consumer protection meetings and manage responses to external customer disputes and complaints
* Act as a core member of cross-functional incident response initiatives to ensure timely resolution and minimize customer impact
* Consolidate customer feedback and behavioral data to propose clear and actionable improvement plans
* Partner closely with Customer Service, Product, Legal, Compliance, and other stakeholders to embed a customer-centric culture
* Build and maintain CX dashboards and weekly or monthly reports to provide insights and early warnings to leadership
Basic Qualifications
* Bachelor’s degree in business, marketing, or a related field
* 5+ years of experience in customer experience management, customer service, or customer success
* Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT
* Ability to independently analyze data and translate insights into actionable recommendations
* Strong communication and cross-functional collaboration skills
Preferred Qualifications
* Master’s degree in a related field
* Experience handling complex complaints, escalations, or consumer protection cases
* Experience working in e-commerce, logistics, or high-growth environments
* Proficiency in written and spoken Mandarin with working proficiency in English
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.
Taipei•Posted: Jul 2•Deadline: Aug 17
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
Role 1. This role is responsible for the centralized management of all major customer incidents in Coupang Taiwan and serves as
the core incident management and program management function within Customer Incident Management (CIM). The role oversees the
handling, tracking, and coordination of major and high‑risk incidents to ensure consistent responses, transparent progress, and
controlled risk. In addition, the role leads cross‑functional process and governance improvement initiatives derived from major
incidents to drive systemic improvement and enhance operational stability and customer trust.
Role 2. This role is responsible for preventing the recurrence of major incidents by addressing issues at their root cause.
Through deep analysis of incident‑driven customer and operational pain points, the role defines and drives targeted improvement
and prevention mechanisms. By leveraging data analysis, incident reviews, and cross‑functional collaboration, the role leads root
cause analysis, process optimization, and governance improvements to ensure effective implementation and measurable outcomes. The
role aims to continuously reduce the risk of major incidents while enhancing overall customer experience and operational
stability.
What You Will Do
Role 1.
* Centrally manage major customer incidents, serving as the core management role for customer incident management
* Act as the program management lead for major incidents and high‑risk situations by coordinating cross‑functional resources,
timelines, and decision‑making processes
* Establish standardized incident handling and follow‑up frameworks to ensure clear workflows, transparent progress, and
traceable outcomes
* Plan and drive cross‑functional process and governance improvement initiatives derived from major incidents to enable long‑term
systemic improvement
* Partner closely with Customer Service, Product, Operations, Legal, Finance, and other teams to ensure effective execution of
incident handling and improvement plans
* Build and maintain SOPs, internal wikis, governance processes, and points‑of‑contact (POC) lists related to incident and
program management
* Regularly consolidate and report major incident status, risk assessments, improvement progress, and recommendations to
leadership
Role 2.
* Lead root cause analysis for major incidents and high‑impact issues, thoroughly assessing their impact on both customers and
operations
* Design and drive incident prevention and improvement initiatives across processes, policies, and systems to reduce recurrence
risk
* Leverage and apply DSAT analysis to identify the underlying drivers of customer dissatisfaction and translate insights into
actionable improvements
* Proactively analyze data using multiple tools and data sources, such as Zendesk, BTS, and Power BI, and initiate internal
investigations when needed
* Partner closely with Customer Service, Product, Operations, and Technology teams to ensure improvement initiatives are
practical and effectively implemented
* Define and track success metrics for improvement initiatives to ensure measurable impact and sustained results
* Systematically identify and prioritize opportunities to strengthen preventive mechanisms and reduce the likelihood of future
major incidents
Basic Qualifications
* Bachelor’s degree in business, marketing, data analytics, information management, or a related field
* 5+ years of experience in customer experience management, customer service, customer success, operations, process improvement,
or incident analysis
* Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT
* Strong analytical skills and structured thinking with the ability to conduct deep‑dive problem analysis
* Ability to independently analyze data and translate insights into actionable recommendations
* Proficiency in data analysis tools and incident analysis methodologies
* Proven ability to collaborate cross‑functionally and influence stakeholders to drive improvements
Preferred Qualifications
* Master’s degree in a related field
* Experience handling complex complaints, escalations, or consumer protection cases
* Hands‑on experience with CX metrics and analysis frameworks, including DSAT, VOC, and NPS
* Experience working in e-commerce, logistics, or high-growth environments
* Experience leading process optimization, quality improvement, or governance initiatives
* Familiarity with analytical and visualization tools such as Zendesk, BTS, and Power BI
* Experience in e‑commerce, platform businesses, customer service environments, or complex operations
* Proficiency in written and spoken Mandarin with working proficiency in English
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/
Taipei•Posted: Jun 2•Deadline: Aug 17
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?”
Position: Sr. Program Management Specialist (Business Intelligence)
Role Overview:
The Customer-Centric Planning team is looking for a senior Business Analyst that enables active and fast drives, providing
customer Insights analysis, manage risks and opportunities for improving customer experience (CSAT), and ultimately supporting
company-wide strategic decisions.
This role requires an individual with excellent attention to details, a knack for operational process planning, analytical
capabilities, and strong business acumen. You must be comfortable operating in ambiguous environments and have ownership to
identify and lead stakeholders to implement solutions to streamline and accelerate a wide range of business processes. An
individual would succeed in this role when you’re a strategic thinker, yet capable of rolling up their sleeves and getting their
hands dirty to ensure front-line execution excellence.
What You Will Do
A senior business analyst helps guide business in improving products, services, marketing programs through data analysis. This
person will translate complex or ambiguous business problems into analysis requirements, implement analytical approach and drive
actionable recommendations to significantly impact the business. Additionally, this person will contribute to analytics projects
designed to help drive Coupang's growth, support specific initiatives from Growth Marketing and other business units, and help
less senior business analysts with their development.
* Design and maintain dashboard for key metrics monitoring; analyze customer data and develop strategic plans to provide service
excellence
* Investigate and conduct in-depth analysis of data-driven "root causes" and propose solutions supported by data and facts and
share impact.
* Drive improvement in operational performance and lead projects to further expand our business and enhance both our customers
and partner teams experience.
* Develop strong ownership for customer data analysis and work with cross-functional teams on company-wide perspectives.
* Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and
program stakeholders
* Works independently, but also influences and manages project teams, sub-teams and subject matter experts to develop, test or
implement new ideas or process improvements.
* Analyze customer data and develop strategic plans to provide service excellence
* Compile and analyze project data to identify trends and opportunities for future growth and improvement
* Ensures that multiple projects within program roadmap meet specified timelines to deliver results
Essential Qualifications
* 5+ years of experience in data or business analysis preferably in the e-commerce or marketplace industry
* Ability to leverage intermediate and higher data visualization tools (e.g. Power BI or Tableau)
* SQL building experience is a must
* English speaking and writing skill are a must, Korean speaking is a strong plus
* Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and
program stakeholders
* Works independently, but also influences and manages project status with stakeholders, and test or implement new ideas or
process improvements.
* When an issue arises, dive deep into the roots of the issue, propose solutions supported by data and facts and share impact.
Preferred Qualifications:
* Experience in the e-commerce industry in an operational capacity
* Experience working with cross-functional teams
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.
