Coupang
eCommerce
Director,CustomerService(TWPlanningandDevelopment)
“Director, Customer Service (TW Planning and Development) at Coupang. Skills: Customer Service, Planning, Development. Lead the end-to-end strategy for customer service training. Oversee the CS QA function”
What You'll Achieve.
ensure our customer support agents consistently deliver a "WOW" experience
Industry & Context.
analytical mindset
What They're Looking For.
Must Have
12+ years of experience in Learning & Development (L&D), Customer Service Training, Quality Assurance, or Instructional Design, analytical mindset to translate QA scores and operational data into actionable training initiatives, Excellent storytelling, presentation, and curriculum development skills, Native or fluent Mandarin-speaking proficiency required
Nice to Have
ideally within a high-growth eCommerce, Tech, or BPO environment, Native or fluent English speaking proficiency a plus
What You'll Do.
Lead the end-to-end strategy for customer service training
Oversee the CS QA function
Analyze QA data and customer friction points
Champion the creation of modern
localized instructional content
Manage and develop a high-performing team
How You'll Work.
Team & Collaboration
partnering with operations teams to implement targeted coaching interventions and training remedies
Communication Scope
storytelling; presentation
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