Director, Customer Service (TW Planning and Development)

About this role

<p><strong><span data-contrast="auto">Company Introduction</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><span data-contrast="auto">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.<span class="Apple-converted-space"> </span></span> <br> <br><span data-contrast="auto">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.</span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><span data-contrast="auto">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?”  </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto"> </span></strong></p> <p><span data-ccp-props="{"134233279":true,"134245417":false}"><strong>Role Overview</strong></span></p> <p>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.<br> <br><span data-ccp-props="{"134233279":true,"134245417":false}">As the <strong>Director, Customer Service (Planning and Development)</strong>, 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.</span></p> <div> </div> <div><strong>Key Responsibilities</strong></div> <ul> <li><strong>Training & L&D Strategy:</strong> 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.</li> <li><strong>Quality Assurance Framework:</strong> Oversee the CS QA function, defining evaluation rubrics, calibration processes, and compliance standards that accurately measure and drive service excellence.</li> <li><strong>Performance Insights & Loop Closure:</strong> Analyze QA data and customer friction points to identify skill gaps, partnering with operations teams to implement targeted coaching interventions and training remedies.</li> <li><strong>Curriculum & Instructional Design:</strong> 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.</li> <li><strong>Team Leadership & Mentorship:</strong> Manage and develop a high-performing team of instructional designers, trainers, and QA specialists, fostering a culture of continuous growth and instructional innovation.</li> </ul> <div><strong>Qualifications</strong></div> <ul> <li><strong>Experience:</strong> 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.</li> <li><strong>Domain Expertise:</strong> Deep knowledge of adult learning methodologies, QA calibration techniques, remote training delivery, and modern Learning Management Systems (LMS).</li> <li><strong>Skills:</strong> Strong analytical mindset to translate QA scores and operational data into actionable training initiatives. Excellent storytelling, presentation, and curriculum development skills.</li> <li><strong>Language:</strong> Native or fluent Mandarin-speaking proficiency required. Native or fluent English speaking proficiency a plus.</li> </ul> <p><span data-contrast="auto"> </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto">Recruitment Process and Others </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto">Recruitment Process </span></strong><span…