(Shift) Customer Service Manager (TW Counie Operations)

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 effectively across teams and stakeholders 5. Develop frontline leadership capabilities within L4 supervisors 6. Drive action-oriented problem solving instead of only issue escalation 7. Use operational data and real-time conditions to make decisions Basic Qualifications 1. Experience as a customer service team leader or operations manager 2. Experience managing supervisors or people managers preferred 3. Strong operational management and communication skills 4. Ability to manage fast-paced operations with multiple priorities 5. Basic English proficiency is a plus 6. 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.