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.

Job Title: CS Learning & Development Specialist

What will you do?

We are looking for a CS Learning & Development Specialist. This role will be responsible for developing training programs, monitoring service quality, and optimizing the knowledge base to ensure customer service teams are equipped with the necessary skills and resources. The ideal candidate is proactive, detail-oriented, and committed to driving continuous improvement in customer service excellence.

Key Responsibilities

1. Training & Development

• Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher sessions, and skill enhancement workshops.

• Develop and maintain training materials such as manuals, e-learning modules, and interactive learning content to ensure relevance and effectiveness.

• Work with stakeholders to identify training needs, customize learning solutions, and assess training effectiveness through feedback and performance analysis.

2. Quality Assurance

• Implement quality monitoring processes, conduct audits across multiple customer interaction channels (call, email, chat), and ensure adherence to service standards.

• Analyze QA data to identify service quality, CSAT and areas for improvement, providing targeted feedback and coaching to OSP.

• Organize calibration sessions with QA teams and OSP to maintain consistent evaluation standards, working closely with operations to develop performance improvement strategies.

3. Knowledge Management

• Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and alignment with process updates, policy changes, and product launches.

• Improve knowledge base structure, searchability, and usability to enhance agent efficiency and improve resolution time.

• Gather insights from agents and stakeholders to refine content and implement enhancements based on user needs.

Essential Qualifications:

• At least 3 years of experience in customer service training, quality assurance, or knowledge management.

• Experience in an E-commerce or BPO customer service environment.

• Familiarity with ticketing systems (e.g. Zendesk).

• Ability to manage multiple projects in a fast-paced environment.

• Excellent communication and collaboration skills.

• Strong problem-solving abilities and critical thinking.

• Ability to analyze performance data and develop actionable insights.

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.