Coupang
CustomerServiceManager(Shift輪班制_TWCounieOperations)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Manager (Shift輪班制_TW Counie Operations) at Coupang. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, leadership, operational execution, customer experience. Manage and coach L4 Team Leads / Supervisors. Monitor daily operational performance and real-time service metrics”
What You'll Achieve.
driving stable operational execution; continuous frontline improvement; improve operational effectiveness across teams; Improve operational execution consistency across teams
Industry & Context.
real-time decision making; ability to identify improvement opportunities; drive immediate improvements; action-oriented problem solving instead of only issue escalation; Use operational data and real-time conditions to make decisions
Willingness to work rotating shifts
What They're Looking For.
Must Have
Experience as a customer service team leader or operations manager, operational management and communication skills, Ability to manage fast-paced operations with multiple priorities
Nice to Have
Experience managing supervisors or people managers, Basic English proficiency is a plus
What You'll Do.
Manage and coach L4 Team Leads / Supervisors
Monitor daily operational performance and real-time service metrics
Support manager call-backs and high-risk escalations
Identify operational gaps and drive immediate improvements
Strengthen L4 leadership capability through coaching and feedback
Improve operational execution consistency across teams
Coordinate with cross-functional stakeholders to resolve basic operational issues
Monitor customer trends
operational pain points
Support workforce stability and operational planning
How You'll Work.
Team & Collaboration
Coordinate with cross-functional stakeholders to resolve basic operational issues; Coordinate effectively across teams and stakeholders
Communication Scope
operational management and communication skills
Full Job Description
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 effectivel
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