Incident Manager (CX)

About this role

About Rocket Now

Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka).

Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2).

*1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower)

About CP One Japan

CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.

What You Will Do

• Manage a dynamic caseload involving high-risk and urgent customer incidents

• Conduct thorough case investigations across multiple communication platforms (email, phone, chat), gathering relevant facts, assessing evidence, and offering clear action plans to stakeholders

• Demonstrate strong communication skills and professionalism while guiding customers through resolution processes

• Apply sound judgment, problem-solving ability, and emotional intelligence to identify root causes and propose solutions

• Collaborate across departments to ensure accurate case documentation and follow-ups

• Deliver consistent results within tight deadlines and quality standards

Basic Qualifications

• Bachelor’s degree

• Native level Japanese and business level English

• 3+ years of team lead/management experience

• Hands-on experience handling complex service issues or conducting investigations related to safety, compliance, or customer claims

• Strong analytical and decision-making skills for managing high-stakes cases

• Professional presence and interpersonal skills to build trust with internal and external stakeholders

• Proactive, detail-oriented, and comfortable navigating ambiguity

• Excellent written and verbal communication skills, particularly in sensitive or high-pressure scenarios

Recruitment Process

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer