CS Learning & Development Manager

Who you are

You have a proven track record in leading customer service teams and developing effective training programs. With a strong focus on quality assurance, you understand how to identify skill gaps and implement strategies that drive continuous improvement. Your leadership style fosters a high-performing service culture, ensuring that your team is equipped to deliver exceptional customer experiences. You are data-driven, using insights to elevate service excellence and enhance the overall customer journey. Your experience in managing teams and building scalable frameworks makes you an ideal candidate for this role. You thrive in collaborative environments, working closely with internal teams to ensure alignment and consistency in service delivery.

Desirable

Experience in the e-commerce sector or a similar fast-paced environment would be a plus. Familiarity with customer service technologies and methodologies can further enhance your effectiveness in this role. A background in data analysis and performance metrics will help you drive improvements and measure success effectively.

What you'll do

In this role, you will lead the strategic development and execution of training programs across Coupang's customer service function. You will be responsible for creating a long-term quality assurance strategy that aligns with the company's goals. Collaborating with various internal teams, you will ensure that customer service agents are well-prepared to provide high-quality support. Your role will involve identifying training needs, developing learning materials, and facilitating training sessions. You will also monitor the effectiveness of training programs and make necessary adjustments based on feedback and performance metrics. By leveraging data, you will drive continuous improvement initiatives that enhance the customer experience. Your leadership will be crucial in shaping a culture of excellence within the customer service team, ensuring that every interaction with customers reflects Coupang's commitment to quality.

What we offer

Coupang provides a dynamic work environment where you can make a significant impact on the company's growth in Taiwan. You will have the opportunity to work with a talented team dedicated to reimagining the shopping experience for customers. We offer competitive compensation and benefits, along with opportunities for professional development and career advancement. Join us in creating a world where customers wonder how they ever lived without Coupang.