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Director, CS Emerging Teams (Support Services)

근무지 Seoul, South Korea
업데이트일

회사 소개

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day. 

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

 

Team Description

This is a new team with a mission to respond to the rapidly evolving business expansions at Coupang. The team performs zero-to-one spin-up and is responsible for delivering all support for customers and programs that fall outside of the established business-as-usual. Finalized spin-up may be spun-off to business unit, or stay within CS; the team works closely with program and business owners to provide feedback, iterate on customer experience, and fix-as-you-go.


What you will do:

  • Exploration and Discovery for new and emerging programs; personal understanding at the atomic level.
  • Manage teams that cover multiple aspects of a Support team: Training, Change Management, Project Management, Agent Tool/Systems, Policy & SOP, and full-spectrum of CS Operations (Triage, T1, T2, Incident Management)
  • Work with product managers and business owners to improve programs
  • Transform high-level vision and requirements into actionable steps for execution

 

Essential Qualifications:

  • English-language proficiency
  • Experience Leading multiple teams; both in-house and outsourced
  • Data-driven and metrics-driven decision making
  • Comfortable with ambiguity
  • ‘Challenge Everything’ attitude.
  • 12+ years of Customer Support experience
  • Deep experience in best-practices, and zero-to-one building.

 

Preferred Qualifications:

  • eCommerce experience
  • Experience with remote working employees in a WFH environment
  • Experience in program management
  • Experience in fast moving, low detail start up environments
  • Wide variety of work experience among domains and industries

 

 

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.
  • 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.
    • Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.
  • Privacy Notice
  • Document Return Policy
    • This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.  
    • A job applicant, who has applied but not been finally selected for a position at Coupang (the “Company”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act.  However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company.  In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant. 
    • A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company (Coupang Recruiting Team, Tower 730, 570 Songpa-daero, Songpa-gu, Seoul). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail.  Please be informed that the job applicant is required to pay the postage on the registered mail.   
    • In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process.  If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.

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