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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 : Manager, Seller Support Operations

Summary

The Seller Support Operations Consultant leads a team that spans key operational functions, including managing seller performance, call center operations and escalations, compensation processes, and compliance operations. This role ensures seamless collaboration across multiple functions to enhance seller experiences, drive operational excellence, and maintain regulatory and safety standards.

Job Description

1. Manage Seller Operations and Escalations

• Handle and resolve escalated cases from agents, ensuring prompt and effective resolutions.

• Collaborate with relevant departments to address complex issues and enhance seller satisfaction.

2. Contact Center Operation Management

• Oversee outsourced contact center to meet KPIs and deliver exceptional seller support.

• Analyze performance metrics and implement improvements in collaboration with OSPs.

3. Seller Performance Management

• Manage seller performance, including sales suspension or resumption, and respond to appeals within policy guidelines.

• Propose new policies and improve processes to enhance seller performance and operational efficiency.

• Analyze weekly business review (WBR) data to enhance seller compensation procedures.

4. Compliance and Safety Operations

• Conduct pre-screening and post-monitoring of product listings to ensure compliance with regulations and safety standards.

• Collaborate with teams to resolve non-compliance issues and maintain marketplace integrity.

5.Team Leadership and expansion

• Lead a cross-functional team encompassing escalations management, seller compensation, performance monitoring, call center operations, and compliance.

• Drive collaboration across functions to achieve aligned goals and improve seller satisfaction.

Qualifications

• Bachelor’s degree preferred.

• 6 years of experience in a seller performance management, business operations, customer service, or similar role.

• Professional level in English is required; proficiency in Korean is a plus

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

• Thrives in a fast-paced environment with a proactive mindset

• Detail-oriented, adaptable, and responsible.

• Strong leadership and team management skills.

• Proficiency in MS Office (Excel, Word, PowerPoint).

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.