Director, Customer Service (TW Customer Incident Management)
coupang· Customer Service
About this role
職務概述
Coupang 客戶服務團隊致力於提供世界級的客服體驗，並持續主動發現與解決影響整體客戶體驗的問題。
作為客戶服務部門總監（客戶事件管理），您將負責領導台灣市場中關鍵的事件管理職能，涵蓋高風險客戶事件、詐欺升級案件與系統性服務異常的偵測、處理與風險控管。此角色需要具備高度危機應變能力，能快速整合資源處理突發事件、維護品牌信任，並與技術（Tech）與法務（Legal）團隊合作，建立長期預防機制。
主要職責
危機與事件管理（Crisis & Incident Management）
- 負責重大客戶事件的端到端應變機制（如大規模配送異常、系統故障、涉及公關風險的客訴升級案件）
- 確保事件能迅速控制與解決，並將影響範圍降至最低
信任、安全與詐欺防制（Trust, Safety & Fraud Prevention）
- 領導相關團隊，識別並防範惡意買家／賣家行為、退貨詐欺與政策濫用
- 維護 Coupang 生態系的公平性與安全性
根本原因分析（Root Cause Analysis, RCA）
- 主導重大事件的事後檢討（post-mortem）
- 與技術、履約（Fulfillment）、品質團隊合作，找出系統或流程缺陷並加以改善，避免問題再次發生
Andon 機制與高層升級處理（Andon & Executive Escalations）
- 管理高層級升級處理渠道（包含 Andon 觸發與主管／公關相關升級案件）
- 在高敏感或高摩擦情境中提供高品質（white-glove）處理方案
跨部門協作（Stakeholder Alignment）
- 在危機期間與法務、公關、法遵與資安團隊緊密合作
- 確保風險控管策略與對外溝通一致且有效
任職資格
工作經驗（Experience）
- 具備 12 年以上事件管理、風控營運（Risk Operations）、信任與安全（Trust & Safety）、危機處理或升級案件管理相關經驗
- 曾任職於高風險、高成長的電商、金融科技（FinTech）或網路產業尤佳
專業能力（Skills）
- 能在高壓環境下保持冷靜並快速做出決策
- 具備優異的風險判斷與數據分析能力，能有效進行風險評估與控管
領導能力（Leadership）
- 具備帶領調查型團隊或高階支援團隊的經驗
- 曾在高壓或緊急情境下成功推動跨部門協作與決策
語言能力（Language）
- 中文（普通話）需具備母語或流利程度
- 具備流利英語溝通能力者佳
Frequently Asked Questions
Is the salary disclosed for the Director, Customer Service (TW Customer Incident Management) position at coupang?
The salary for this Director, Customer Service (TW Customer Incident Management) role at coupang is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Director, Customer Service (TW Customer Incident Management) position at coupang located?
This Director, Customer Service (TW Customer Incident Management) role at coupang is based in Taipei, Taiwan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Director, Customer Service (TW Customer Incident Management) at coupang belong to?
This Director, Customer Service (TW Customer Incident Management) position is part of the Customer Service department at coupang. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Director, Customer Service (TW Customer Incident Management) position at coupang?
Click the "Apply Now" button on this page. You will be redirected to coupang's official application portal hosted on greenhouse where you can submit your application directly.
When was the Director, Customer Service (TW Customer Incident Management) job at coupang posted?
This Director, Customer Service (TW Customer Incident Management) position at coupang was posted on May 26, 2026. Apply as soon as possible — early applications are often reviewed first.
Director, Customer Service (TW Customer Incident Management)
coupang
You'll be redirected to coupang's official application page on Greenhouse.