Customer Support • Lead

Who you are

You are a natural leader with a strong service mindset, ready to guide a team of customer service representatives to deliver outstanding customer experiences. You possess excellent communication skills in both Mandarin and basic English, allowing you to interact effectively with diverse customers. You thrive in high-pressure environments, demonstrating the ability to handle sensitive or emotionally charged situations with clarity and professionalism. Your organizational skills enable you to manage team schedules and ensure optimal service delivery.

You have a proven track record of enhancing team performance and service quality, with a focus on continuous improvement. You are adaptable and quick to respond to unexpected challenges, providing guidance and support to your team as needed. Your ability to document and communicate effectively ensures that customer interactions are recorded accurately, contributing to overall service excellence.

Desirable

Experience in handling high-stakes customer complaints and escalations is a plus, as is familiarity with e-commerce platforms. Your background in customer service management will help you excel in this role, as you will be expected to mentor and develop your team members.

What you'll do

In this role, you will manage and support a team of approximately 15 frontline customer service representatives, overseeing attendance and staffing arrangements to maintain service quality and efficiency. You will monitor and enhance team performance, ensuring that service standards are met and that your team is equipped with the necessary skills to succeed. You will handle escalated customer inquiries, addressing complex issues and complaints directly to ensure customer satisfaction.

You will provide real-time assistance to your team during peak times or unexpected situations, offering professional advice and support. Additionally, you will participate in and drive training initiatives, process optimization, and service improvement plans to enhance the overall customer experience. Your leadership will be crucial in fostering a collaborative and high-performing team environment.

What we offer

Coupang offers a unique opportunity to be part of a rapidly growing company in Taiwan, where you can contribute to shaping the customer service landscape. We provide a supportive work environment that values teamwork and innovation. You will have the chance to develop your leadership skills while making a significant impact on our customers' experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.