(Shift) Customer Service Manager (TW Counie Operations)

IP Operations Shift Manager  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  The IP Operations Team serves as a strategic firewall dedicated to preserving brand integrity and marketplace trust. We execute a dual-layered approach of proactive defense and forensic verification, including IP Monitoring to remove counterfeits and Seller Gating to vet distribution channels. Our team also manages high-stakes Appeals and IPR enforcement, conducting forensic audits of supply chain documentation to resolve disputes and mitigate legal risks.  As an IPO Shift Manager, you will be responsible for the daily execution of our Intellectual Property protection mission. Reporting to the IPO Manager, you will lead a team of agents in a fast-paced, shift-based environment. Your goal is to ensure that every ticket—whether it is a counterfeit detection, seller gating review, or IPR report—is handled with precision, speed, and in full compliance with Coupang’s standards. You are a coach, a people manager, and an operational expert.  What will you do? * People & Performance Management: Lead, mentor, and manage the daily performance of a team of agents. Conduct regular 1-on-1s, identify performance gaps, and provide real-time coaching to improve accuracy and productivity.  * Shift & Resource Governance: Manage shift schedules to ensure 24/7 operational coverage, including holiday planning and emergency backup coordination. Monitor real-time ticket queues to balance workload effectively across the team.  * Quality & SLA Oversight: Ensure the team consistently meets or exceeds Service Level Agreements (SLA). Conduct primary spot checks on high-risk cases (Seller Gating and Appeals) to ensure agents are following forensic protocols.  * Escalation Handling: Act as the first point of escalation for complex cases. Support agents in making "tough calls" regarding inventory deactivation or seller rejections.  * Process Feedback Loop: Identify recurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to refine Standard Operating Procedures (SOPs).  Essential Qualifications  * Experience: Minimum 2–3 years of experience in people management or team leadership within a contact center, shared service, or high-volume operations environment.  * Industry Knowledge: Basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management.  * Leadership: Proven ability to motivate a team and manage performance through data-driven coaching.  * Communication: Ability to translate complex instructions into clear, actionable tasks for agents.  * Analytical Skills: Proficiency in using Office Automation (OA) tools and Excel to track team metrics and generate shift reports.  * Resilience: Comfortable working in a high-pressure, fast-paced environment with the flexibility to support rotating shifts if required.  Extra Qualifications (Preferred)  * Forensic Mindset: Experience in document verification, fraud detection, or anti-money laundering (AML) is a strong plus.  * Technical Savvy: Familiarity with SQL or data visualization tools (PowerBI/Tableau) to assist in identifying team performance trends.  * Continuous Improvement: Experience with Six Sigma, Lean, or other process improvement methodologies.  * Language: English or Korean speaking ability is a strong plus for cross-regional collaboration. 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. Things 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.

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。 Job Description: 管理客服團隊、管理與培育客服組長，確保客服營運穩定，並持續推動客服營隊應運穩定與優化。 需具備基本跨團隊協調能力、營運判斷能力，以及根據現況快速找出改善機會的能力。 不僅需處理問題，更需要主動推動團隊與營運改善。 1. 管理與培育客服組長與資深客服 2. 每日查看負責團隊之客服營運數據與即時 service metrics 3. 處理 manager escalation 與高風險客戶案件 4. 主動發現營運問題並推動改善 5. 強化客服組長的管理與判斷能力 6. 確保各團隊 SOP 與服務標準執行一致 7. 與CS內不同團隊協調處理營運問題 8. 觀察 customer trend、service pain point 與 operation risk 9. 協助維持團隊穩定與 daily operation management Available Shifts: Day Shift: 7 AM – 11 PM (Rotating)/ 日班7點-23點輪班 招募流程 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 需要考慮的事項 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。