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 Coupangs expansion in Taiwan. This is an exceptional opportunity to become a part of Coupangs growth in Taiwan and create a world where our customers wonder, How did I ever live without Coupang
Position: Seller Service Manager (Seller Support Knowledge Management)
Develop and execute the overall strategy for the Seller Support knowledge base, leading its implementation to empower T1 agents and improve seller satisfaction and operational efficiency.
What will you do
- Lead the Knowledge Management team, including recruitment, training, performance management and development.
- Develop the long-term strategy and roadmap for knowledge management and lead key process optimization projects.
- Utilize data analysis to optimize knowledge services and operational workflows.
- Act as a key cross-functional team, working closely with Product, Operations, and Project teams to ensure knowledge for new features, services, or policy changes is effectively created, updated, and disseminated.
- Supervise and approve team-produced guides and external seller communications to ensure clarity, accuracy, and brand reputation.
- Establish team KPIs and track the effectiveness and usage of the knowledge base.
Essential Qualifications:
- Bachelor&aposs degree or higher.
- 5+ years of experience in e-commerce, customer service operations, or knowledge management, including at least 3+ years in a team management or leadership role.
- Strong project management and cross-functional communication skills, with the ability to drive multiple projects simultaneously.
- A data-driven mindset with proficiency in data analysis tools, capable of deriving insights and proposing solutions from data.
- Excellent strategic planning and complex problem-solving abilities.
- Outstanding verbal and written communication skills, with the ability to engage effectively with stakeholders.
- Proven ability to lead a team to navigate challenges, embrace change, and achieve goals in a fast-paced environment.
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.
Things 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.
- Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.
Equal Opportunities for All
Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.
