Seller Service Specialist

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I 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 commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.

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 Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position : Seller Support Specialist

As a Seller Support Specialist, you will play a critical role in enhancing the capabilities of our Seller Support teams by managing escalations, refining operational processes, developing training programs, and overseeing quality assurance to ensure sellers receive outstanding support. By integrating operational management and learning & development, this position aims to improve seller satisfaction and team performance through data-driven strategies and continuous improvement initiatives.

Depending on your skills and experience, you may be assigned to focus on specific areas such as process optimization, performance analytics, or cross-departmental collaboration, ensuring your expertise is utilized to the fullest potential.

What will you do?

Operations Management:

1.Oversee and resolve unresolved Coupang confirmation request compensation cases, ensuring guidance on cases not resolved by Tier 1 agents and providing real-time responses for seller compensation plans.

2.Develop and implement efficient processes for handling compensation requests in compliance with policies.

3.Enhance escalation processes to improve seller experience and satisfaction.

4.Propose and implement policies to optimize seller management and support internal operational efficiency.

5.Analyze data and performance metrics to identify operational improvements and streamline workflows.

Training & Development:

1.Design, develop, and deliver training programs for Seller Support teams, ensuring alignment with company goals and performance standards.

2.Conduct training sessions on key service areas such as payments, travel, and IPR.

3.Develop and maintain up-to-date training materials and resources to support knowledge management.

4.Organize and deliver seller support counselor training programs to enhance their capabilities and service quality.

Quality Assurance & Insights:

1.Conduct QA evaluations of support interactions, consultation proposals, and operational processes to ensure adherence to quality standards.

2.Monitor team performance and provide actionable insights to managers for continuous improvement.

3.Track quality metrics and support the implementation of corrective measures where necessary.

4.Maintain and update the seller support knowledge base to ensure timely access to accurate information.

Essential Qualifications:

• Bachelor’s degree preferred.
• Minimum 3+ years of experience in Seller Support, customer operations, or a related field.
• Experience with data analysis, process improvement, and quality assurance in e-commerce or similar industries.
• Proficient in MS Excel, MS Word, and PowerPoint; SQL knowledge is a plus.
• Familiarity with ticketing systems such as Zendesk or Jira is highly preferred.

• Excellent analytical, problem-solving, and communication skills.

• Ability to manage diverse tasks and adapt to a fast-paced, dynamic environment.

Proficient in English reading and writing (intermediate to advanced level); proficiency in Korean is a plus.

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.

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.