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Coupang

Posted 1 month ago

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Customer Service Assistant Manager

TaipeiOn-siteFull-time

AI Summary

Manages and supports frontline customer service agents to ensure stable daily operations and high-quality customer experience, including real-time guidance, coaching, and escalation handling.

About this role

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 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: Customer Service Assistant Manager

Role Overview

Lead and support frontline customer service agents to ensure stable daily operations and high-quality customer experience.
This role requires strong people sensitivity, fast judgment, and the ability to quickly support agents during real-time customer interactions and operational situations.
What will you do?
1. Directly manage and support frontline CS agents
2. Monitor attendance, schedule adherence, and shift stability
3. Provide real-time guidance for customer inquiries and escalations
4. Handle supervisor call-backs and difficult customer interactions
5. Coach agents on communication quality, policy understanding, and customer handling
6. Identify agent risks, emotional challenges, or performance concerns early
7. Escalate operational or customer risks appropriately
8. Support onboarding and day-to-day team stabilization
Basic Qualifications
1. Demonstrate strong ownership of frontline team stability
2. Show high sensitivity toward people and team conditions
3. Make fast and reasonable operational judgments during real-time situations
4. Maintain calm and professionalism under pressure
5. Build trust with agents while ensuring operational discipline
6. Support customer experience while balancing operational policies
Preferred Qualifications
1. Experience as a senior customer service agent or frontline team lead
2. Prior experience coaching or supporting frontline employees
3. Strong communication and problem-solving skills
4. Basic English proficiency is a plus
5. Willingness to work rotating shifts

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.

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Skills

CoachingCommunicationCustomer ServiceEnglish Proficiency (basic)Escalation HandlingOnboarding SupportOperational DisciplinePerformance MonitoringPolicy UnderstandingReal-time Decision MakingSchedulingShift ManagementTeam Management

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