Coupang
(Shift)CustomerServiceManager(TWCounieOperations)
Neural analysis suggests this role is
optimal for Manager candidates.
“(Shift) Customer Service Manager (TW Counie Operations) at Coupang. Skills: Operational execution, Frontline improvement, Leadership capability. Manage and coach L4 Team Leads. Coach L4 Supervisors”
Industry & Context.
Problem solving
Rotating shifts
What They're Looking For.
Must Have
Customer service team leader experience, Operations manager experience, Manage supervisors experience, Manage people managers experience, Operational management skills, Communication skills, Manage fast-paced operations, Manage multiple priorities
Nice to Have
Managing supervisors experience, Managing people managers experience, Basic English proficiency
What You'll Do.
Manage and coach L4 Team Leads
Monitor daily operational performance
Monitor real-time service metrics
Support manager call-backs
Support high-risk escalations
Identify operational gaps
Drive immediate improvements
Strengthen L4 leadership capability
Improve operational execution consistency
Coordinate with cross-functional stakeholders
Resolve basic operational issues
Monitor customer trends
Monitor operational pain points
Monitor service risks
Support workforce stability
Support operational planning
How You'll Work.
Team & Collaboration
Cross-functional stakeholders
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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