---
title: '客服經理 Customer Service Manager  (TW Counie Operations) at Coupang'
canonical: 'https://feeny.ai/job/customer-service-manager-tw-counie-operations-coupang-taipei-1rttv20gzf34'
type: 'job'
last_seen: '2026-09-11'
---

# 客服經理 Customer Service Manager  (TW Counie Operations) at Coupang

- **Company:** Coupang
- **Location:** Taipei, Taiwan
- **Posted:** 2026-09-02
- **Last confirmed live:** 2026-09-11
- **Apply:** https://www.coupang.jobs/en/jobs/?gh_jid=7892908

## Job description

Company Introduction (公司介紹)

Coupang 正在重新構想購物體驗，目標是讓每位顧客從打開 Coupang App 的那一刻起，到訂單送達家門為止的每個環節都感到驚喜。

我們在台灣提供的服務包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務；以及「火箭跨境」，為來自韓國、美國等地的數百萬暢銷商品提供國際速配服務。

我們正在尋覓優秀人才，攜手推動 Coupang 在台灣的業務拓展。這是一個難得的機會，能親身參與 Coupang 的高速成長，打造一個讓顧客忍不住讚嘆：「沒有 Coupang，我該怎麼生活？」的世界。

## Role Overview（職務概覽）

管理客服團隊、管理與培育客服組長，確保客服營運穩定，並持續推動客服營隊應運穩定與優化。 需具備基本跨團隊協調能力、營運判斷能力，以及根據現況快速找出改善機會的能力。 不僅需處理問題，更需要主動推動團隊與營運改善。

## What You Will Do (工作內容)

1. 管理與培育客服組長與資深客服
2. 每日查看負責團隊之客服營運數據與即時 service metrics
3. 處理 manager escalation 與高風險客戶案件
4. 主動發現營運問題並推動改善
5. 強化客服組長的管理與判斷能力
6. 確保各團隊 SOP 與服務標準執行一致
7. 與CS內不同團隊協調處理營運問題
8. 觀察 customer trend、service pain point 與 operation risk
9. 協助維持團隊穩定與 daily operation management"

## Basic Qualifications  (基本條件)

成功的客服經理需能：

1. 穩定管理多個(3-5)團隊與 frontline operation
2. 快速發現營運 inefficiency 與改善機會
3. 在 customer experience的前提下、優化營運效率與 business priority
4. 有效協調不同團隊與 stakeholder
5. 培養與強化客服組長的 leadership capability
6. 不只是指出問題，而是主動了解原因與可能的改善方式
7. 能依據營運數據與現況做出判斷與行動"

## Preferred Qualifications (加分條件)

1. 曾擔任資深客服組長或客服經理
2. 具管理管理者經驗佳
3. 具良好營運管理與溝通協調能力
4. 能於 fast-paced environment 中管理多重優先事項
5. 基本英文能力加分
6. 須配合輪班 (分日班跟大夜班) 日班包含 早班 7-16;晚班 14-23 (依照團隊需求滾動式調整) 大夜班則是 22-7"

招募流程（Recruitment Process）

履歷審查 – 電話面試 – 現場面試（或線上面對面面試）– 錄取通知 實際招募流程可能依各職缺性質而有所不同，亦可能因時程安排或其他因素進行調整。 面試時程與結果將透過應徵者於申請階段所提供的電子郵件信箱通知。

注意事項（Details to Consider）

若所有職缺於截止日前皆已招募完成，本職缺公告可能提前關閉。 若應徵者於申請或招募過程中提供不實資訊，Coupang 有權撤回錄取通知。 依法享有就業保護資格者（如退伍軍人、身心障礙者等），將依相關法令獲得優先考量。

## About Coupang

## Company Overview
- **One-liner**: Coupang is a global technology and Fortune 150 company that reimagines commerce by integrating e-commerce, logistics, last-mile delivery, restaurant delivery, video streaming, and fintech services to wow customers.
- **Entity Type**: Public (NYSE: CPNG)
- **Headquarters**: Seattle, Washington, USA (global HQ); operates major hubs in Seoul, South Korea, and other locations.
- **Founded**: 2010
- **Founders**: Bom Kim (Bong-Seok Kim)

## Core Business
- **Primary industry/industries**: E-commerce, Logistics & Fulfillment, Retail, Food Delivery, Fintech, Content Streaming, AI-driven Commerce.
- **Target customers**: B2C (primarily consumers in South Korea, with growing global operations including Taiwan, Singapore, and the U.S.).
- **Mission or purpose statement**: "We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, 'How did I ever live without Coupang?'"

## Products & Services
- **[Coupang (Rocket Delivery)](#)**: Core e-commerce platform offering millions of products with over 99% of orders delivered same or next day via a proprietary logistics network. Includes Rocket Fresh (groceries) and Rocket Now (ultra-fast delivery).
- **[Coupang Eats](#)**: Restaurant food delivery service.
- **[Coupang Play](#)**: Video streaming service (original content, sports, and licensed shows).
- **[Farfetch](#)**: Global luxury fashion platform acquired by Coupang.
- **[Coupang Fintech](#)**: Payment and financial services (e.g., Coupang Pay, credit card partnerships).
- **[Coupang Logistics & Fulfillment Services](#)**: End-to-end logistics for third-party sellers and brands.
- **[Rocket Growth](#)**: SaaS-like tools and services for sellers/suppliers to manage inventory, analytics, and advertising.

## Market Standing
- **Valuation/Market Cap**: ~$25.8 billion (as of mid-2026) [LinkedIn].
- **Key Metric**: Annual Revenue of **$34.5 billion** (most recent fiscal year) [LinkedIn].
- **Notable Investors/Partners**: Publicly traded on NYSE (institutional investors include SoftBank, BlackRock, Fidelity, and others). Key partners include major global brands and local Korean suppliers.
- **Growth Signals**: 
    - Ranked **#132 on the 2026 Fortune 500**, jumping significantly [investor relations].
    - Rapid AI-driven global commerce expansion (e.g., Taiwan, Singapore, and U.S. tech hubs).
    - 5,940 employees (linkedIn data, with monthly headcount growth of +1.1% and quarterly job posting growth of +154.2%).

## Competitive Advantages
- **Fully Integrated Infrastructure**: Coupang owns and operates over 100 fulfillment and logistics centers (covering tens of millions of square feet) combined with proprietary software, AI, and machine learning to predict demand and route deliveries — a moat that competitors in Korea and emerging markets find hard to replicate.
- **Speed & Reliability**: Over 99% of orders delivered same or next day (including dawn delivery) 365 days a year, setting a bar that most global e-commerce players cannot match.
- **Customer Obsession Culture**: "Wow the Customer" is a core leadership principle, driving constant innovation to break traditional tradeoffs (speed, selection, price).
- **Startup Culture with Fortune 150 Resources**: Offers the agility and risk-taking of an early-stage company combined with the stability, compensation, and scale of a large public corporation.

## Strategic Focus
- **AI & Technology Leadership**: Heavy investment in AI/machine learning for demand forecasting, dynamic routing, and customer personalization. Actively hiring senior ML and data engineers [careers page].
- **Global Expansion**: Leveraging its Korean infrastructure playbook to enter new markets (Taiwan, Singapore) and grow its global footprint.
- **Diversification into Fintech & Content**: Building out Coupang Pay, Coupang Play, and fintech products to create an ecosystem (similar to Amazon Prime's strategy).
- **Farfetch Integration**: Turning the luxury fashion platform into a global growth driver.

## Why Work Here
- **Culture**: "Best of both worlds" — startup energy (fast decision-making, ownership, risk-taking) with the resources of a Fortune 150 company. Flat hierarchy, open culture, and a strong "bias for action" ethos [coupang.jobs].
- **Remote/Hybrid/Office Policy**: Flexible working hours and work-from-home options are available. Many roles are based in offices (Seattle, Mountain View, Seoul, etc.) with state-of-the-art amenities including cafeterias serving three meals a day, lounge spaces, and coffee/snack bars.
- **Benefits**:
    - Medical insurance for employee and direct family.
    - Paid family leave (for celebration or bereavement).
    - Learning programs (foreign languages, soft skills).
    - Global project opportunities (collaborate with teams across continents).
    - Team and company events (games, food, bonding).
- **Engineering Culture**: High-impact projects — building the commerce infrastructure of the future (large-scale AI, logistics optimization, mobile-first, search & discovery). Emphasizes "Hire and Develop the Best" and "Learn & Iterate" principles.
- **Career Growth**: Opportunities for internal rotations, upskilling, and taking on entrepreneurial initiatives within a massive scale.

## Sources
1. [Coupang Careers](https://www.coupang.jobs/en/)
2. [Why Work at Coupang](https://www.coupang.jobs/en/why-coupang/)
3. [Coupang About Us](https://www.aboutcoupang.com/aboutus/)
4. [Coupang Investor Relations](https://ir.aboutcoupang.com/overview/)
5. [LinkedIn - Coupang](https://www.linkedin.com/company/coupang)

## Other roles at Coupang

- [[TW Catalog] Staff Back-end Engineer](https://feeny.ai/job/tw-catalog-staff-back-end-engineer-coupang-beijing-h3q8q45wyb80) — Beijing, China
- [Principal Executive Assistance](https://feeny.ai/job/principal-executive-assistance-coupang-singapore-5ghkw9a83edt) — Singapore
- [Merchant Quality & Growth Strategy Manager](https://feeny.ai/job/merchant-quality-growth-strategy-manager-coupang-tokyo-wf58pyx9qkt1) — Tokyo, Japan
- [Commercial Strategy Manager](https://feeny.ai/job/commercial-strategy-manager-coupang-tokyo-dtmtqpbgp2tv) — Tokyo, Japan
- [[쿠팡] Eats Junior PM (신입 가능)](https://feeny.ai/job/eats-junior-pm-coupang-seoul-t24y5pj9cec1) — Seoul, South Korea
- [Director, ICQA](https://feeny.ai/job/director-icqa-coupang-taipei-ar1f9smj2sm5) — Taipei, Taiwan
- [Senior Principal, Legal Counsel](https://feeny.ai/job/senior-principal-legal-counsel-coupang-tokyo-k0fd8avfzrgj) — Tokyo, Japan
- [Senior Staff ll, Machine Learning Engineer - Search Relevance](https://feeny.ai/job/senior-staff-ll-machine-learning-engineer-search-relevance-coupang-mountain-view-xw5trh6zxvx4) — Mountain View, CA
- [Staff, Detection Platform Engineer](https://feeny.ai/job/staff-detection-platform-engineer-coupang-seoul-me6tbrss4ve0) — Seoul, South Korea
- [Senior PMO Operations Specialist (Digital Trust PMO)](https://feeny.ai/job/senior-pmo-operations-specialist-digital-trust-pmo-coupang-seoul-f0sj5hzw4bmq) — Seoul, South Korea