freehire launches on Product Hunt on 26 August.

Follow →

Director, Customer Service (TW Planning and Development)

Open 63d posting dated 5 days ago

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?”

Role Overview

Coupang’s Customer Service aims to deliver the world’s best customer services and is committed to identifying and resolving issues that negatively impact the customer experience across the organization.

As the Director, Customer Service (Planning and Development), you will be responsible for building, scaling, and optimizing the educational and quality frameworks that empower our frontline teams. This role focuses on designing high-impact training programs, establishing robust quality assurance (QA) standards, and leveraging performance insights to ensure our customer support agents consistently deliver a "WOW" experience for our customers in Taiwan.

Key Responsibilities
  • Training & L&D Strategy: Lead the end-to-end strategy for customer service training, including onboarding, continuous learning, leadership development, and product/tool rollout training for both internal teams and BPO partners.
  • Quality Assurance Framework: Oversee the CS QA function, defining evaluation rubrics, calibration processes, and compliance standards that accurately measure and drive service excellence.
  • Performance Insights & Loop Closure: Analyze QA data and customer friction points to identify skill gaps, partnering with operations teams to implement targeted coaching interventions and training remedies.
  • Curriculum & Instructional Design: Champion the creation of modern, localized instructional content, leveraging digital learning tools, e-learning platforms, and hands-on simulations to accelerate time-to-proficiency for agents.
  • Team Leadership & Mentorship: Manage and develop a high-performing team of instructional designers, trainers, and QA specialists, fostering a culture of continuous growth and instructional innovation.
Qualifications
  • Experience: 12+ years of experience in Learning & Development (L&D), Customer Service Training, Quality Assurance, or Instructional Design, ideally within a high-growth eCommerce, Tech, or BPO environment.
  • Domain Expertise: Deep knowledge of adult learning methodologies, QA calibration techniques, remote training delivery, and modern Learning Management Systems (LMS).
  • Skills: Strong analytical mindset to translate QA scores and operational data into actionable training initiatives. Excellent storytelling, presentation, and curriculum development skills.
  • Language: Native or fluent Mandarin-speaking proficiency required. Native or fluent English speaking proficiency a plus.

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.

Privacy Notice​

  • Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location

  • LinkedIn Profile optional
  • Coupang Corporation or its affiliates and subsidiaries* (or collectively referred to as “Coupang”) does not collect, process or use any personal information other than the types of information specified in this Consent. Please ensure that your resume does not include any personal information other than the types specified in this Consent. choose one
  • 1. What is your nationality? choose one
  • 1. (Required) By submitting your resume, you consent to the required collection, processing, use, required provision/transfer, and consignment of personal information as set forth in our Privacy Policy (https://privacy.coupang.com/en/land/jobs/). choose one
  • 2. (Optional) Name, contact information, email address, nationality, educational background, work experience, qualifications, national merit status (for special hiring program applicants only), relative’s name/relationship/team and application history are collected and used on an ongoing basis for recruitment purposes and may be provided to any of our affiliates and subsidiaries*, other than the company to which you originally applied, for the purpose of reviewing and conducting recruitment for similar positions. Personal information collected and provided will be retained for the duration of the year-round recruitment retention period defined in the Privacy Policy. You may refuse to provide consent, but such refusal may prevent the year-round hiring from progressing normally or may result in the restriction of opportunities in the hiring process of companies other than the one you applied. choose one
  • 3. (Optional) Recordings of the interview process and transcriptions of interview audio maybe collected and used for the following purposes: i) to record the interview process, ii) to transcribe and document interview audio, iii) to summarize interview results, iv) to verify the interview process and evaluation results, v) to improve the hiring procedures, vi) to check candidate fitment for other open positions, vii) to review past interview records. Collected personal information are retained for 4 years from the notification of hiring result, and then deleted. You may refuse to provide this consent, and refusal will not affect the recruitment process. choose one
  • 4. (Optional) Coupang or its affiliate or subsidiary company* will send recruitment notifications through transmission media such as phone, email, and SMS using the contact information and email address based on your consent. choose one
  • 5. (Optional) Coupang or its affiliate or subsidiary company* will conduct reference checks on you within the following scope based on your consent: Additional reference checks may be conducted on applicants who applied for a job at Coupang and passed interviews, and Coupang arranges means to conduct reference checks. Coupang may collect other personal information about you, including integrity information collected from public sources and the performance evaluation information collected from your former employer or colleagues. choose one
  • 1. I understand that working with Relatives in the Coupang group of companies (collectively, the "Coupang Group") -- where they can influence each other’s work -- can potentially create conflicts of interest. Therefore, such a situation requires prior approval from the People Operations. In view of the above, I hereby confirm that I DO NOT have any Relatives working in any company within the Coupang Group or serving on the Board of Directors of any company within the Coupang Group; choose one
  • - Name of Relative(s) / 親屬姓名: optional
  • - Relationship / 關係: optional
  • - Working Org / Team / 任職組織/團隊: optional
  • You have the right to inquire/access, request a copy, supplement/correct, delete, suspend the collection, processing, or use and suspend the transfer of your personal information that Coupang holds. Exercising certain rights, such as deletion of personal information, may result in the restriction of the hiring process. If you wish to exercise any of these choices, please contact our privacy representative at [candidatedataremove@coupang.com]. choose one
  • Document Policy choose one

See also

Tailor your CV for this role?

We couldn't check your fit for this role — add a CV to your profile to see it next time.

A new version of freehire is available