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 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?”
Position: CS Learning & Development Specialist
Position Overview
We are looking for a CS Learning & Development Specialist. This role will be responsible for
developing training programs, monitoring service quality, and optimizing the knowledge base to ensure customer service teams are equipped with the necessary skills and resources. The ideal candidate is proactive, detail-oriented, and committed to driving continuous improvement in customer service excellence.
Key Responsibilities
- Training & Development
Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher trainings, and skill enhancement workshops.
Develop and maintain training materials such as manuals, e-learning modules, and interactive learning content to ensure relevance and effectiveness.
Work with stakeholders to identify training needs, customize learning solutions, and assess training effectiveness through feedback and performance analysis.
- Knowledge Management
Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and alignment with process updates, policy changes, and product launches.
Enhance structure, searchability, and usability of the knowledge base to boost agent productivity and reduce resolution time.
Gather insights from agents and stakeholders to refine content and implement enhancements based on user needs.
- Quality Assurance
Implement quality monitoring processes, conduct audits across multiple customer interaction channels (call, email, chat), and ensure adherence to service standards.
Analyze QA data to identify service quality, CSAT and areas for improvement, providing targeted feedback and coaching to OSP.
Organize calibration sessions with QA teams and OSP to maintain consistent evaluation standards, working closely with operations to develop performance improvement strategies.
Qualifications & Requirements
- Experience:
At least 3 years of experience in Training, Quality Assurance, or Knowledge Management.
Experience in an E-commerce or BPO customer service environment.
Familiarity with ticketing systems (e.g. Zendesk).
- Skills:
Ability to manage multiple projects in a fast-paced environment.
Excellent communication and collaboration skills.
Strong problem-solving abilities and critical thinking.
Ability to analyze performance data and develop actionable insights.
- Education:
Bachelor's degree in business, education, communications, or languages field.
- Work Schedule:
This role follows a 365-day rotational schedule, with standard working hours of 9:00 AM to 6:00 PM, including weekends and public holidays on a rotational basis, subject to adjustment based on operational workflow.
Skills Required
- At least 3 years of experience in Training, Quality Assurance, or Knowledge Management
- Experience in an E-commerce or BPO customer service environment
- Familiarity with ticketing systems (e.g. Zendesk)
- Bachelor's degree in business, education, communications, or languages field
Coupang Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Coupang and has not been reviewed or approved by Coupang.
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Healthcare Strength — Benefits are described as robust, including medical, dental, vision, disability, life, mental health, and transgender healthcare. Some locations also offer on-site or virtual health screenings that enhance preventive care access.
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Retirement Support — Financial programs include a 401(k) with company matching and an employee stock purchase plan alongside performance bonuses. Feedback suggests these elements provide a structured foundation for long-term savings and wealth building.
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Leave & Time Off Breadth — Paid time off is described as generous with accrual increasing with tenure, complemented by company-paid holidays and parental leave. Flexible work arrangements in some roles further support time away when needed.
Coupang Insights
What We Do
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.
Why Work With Us
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. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact.
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