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.

As part of our exciting expansion plan, we are hiring for a Customer Incident Management Specialist

Position Overview:
As an Online Voice Specialist, you will play a crucial role in following and analyzing online discussions related to Coupang. Your primary responsibilities will include identifying trends, sentiment shifts, and potential issues, and then relaying this information to the relevant departments for further analysis and improvement. Your insights and actions will be instrumental in safeguarding our online reputation and fostering positive engagement with our stakeholders.

Responsibilities:

Discover Online Conversations:
Continuously check various online platforms, including social media, forums, review sites, and blogs, to identify discussions related to our company, products, and services.
Use advanced search and to track mentions, hashtags, and keywords associated with our brand.

Analyze Sentiment and Trends:
Assess the sentiment of online conversations and categorize them as positive, neutral, or negative.
Identify emerging trends, hot topics, and recurring themes in online discussions.

Issue Identification:
Detect potential issues or concerns raised by customers, partners, or the general public.
Collaborate with the customer service and public relations teams to ensure a coordinated response to issues.

Reporting:
Compile regular reports summarizing online sentiment, key trends, and notable mentions.
Present findings to relevant departments and management, providing actionable insights.

Collaboration:
Work closely with cross-functional teams to align messaging and responses.
Communicate with internal stakeholders to ensure a coordinated approach to online reputation management.

Feedback Loop:
Act as the liaison between online communities and the company by sharing feedback, suggestions, and concerns with the appropriate departments.
Provide valuable insights for product and service improvements based on online feedback.

Requirements:
Excellent analytical skills with the ability to interpret data and identify trends.
Strong communication skills, both written and verbal.
Familiarity with social listening and monitoring tools.
Ability to work independently and collaborate effectively within cross-functional teams.
Attention to detail and a proactive attitude in problem-solving.

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.