About Company
Coupang is one of the largest and fastest-growing e-commerce companies in the world, revolutionizing the shopping experience for millions of customers. Headquartered in Seoul, South Korea, we are powered by innovative technology, world-class logistics, and an unwavering commitment to customer satisfaction. Our mission is to create a world where customers ask, ‘How did I ever live without Coupang?’ We are constantly pushing the boundaries of what’s possible in e-commerce, offering everything from fresh groceries delivered within hours to an unparalleled selection of products and services. With a dynamic and diverse team, Coupang fosters a culture of innovation, collaboration, and continuous improvement. We believe in empowering our employees to make a tangible impact and contribute to a vision that touches the daily lives of countless individuals. Join us and be a part of a company that is not just changing e-commerce, but redefining convenience and possibility.
Job Description
Are you a proactive, empathetic, and highly organized individual with a passion for helping others succeed? Coupang is seeking a dedicated Full-Time Success Guide to join our vibrant team in Seoul. This is an immediate start opportunity for someone ready to dive in and make a real impact from day one. As a Success Guide, you will be the cornerstone of our user experience, directly supporting our diverse range of partners, sellers, or internal stakeholders to ensure they maximize their potential with Coupang’s platforms and services. You will act as a trusted advisor, problem-solver, and educator, guiding users through onboarding, optimizing their operations, and resolving complex inquiries with efficiency and a customer-first mindset. This role is perfect for someone who thrives in a fast-paced environment, possesses exceptional communication skills, and has a knack for transforming challenges into opportunities for growth. Your ability to anticipate needs, provide tailored solutions, and foster strong relationships will be critical to your success and the success of those you support. If you are passionate about driving positive outcomes and contributing to a leading e-commerce innovator, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact and trusted advisor for a portfolio of partners, sellers, or internal teams, guiding them through their journey with Coupang.
- Onboard new users effectively, ensuring a smooth transition and rapid adoption of our platforms and tools.
- Proactively identify user needs, potential challenges, and opportunities for optimization, providing tailored solutions and recommendations.
- Resolve complex issues and inquiries with patience, precision, and a commitment to customer satisfaction, escalating when necessary.
- Educate users on best practices, new features, and strategies to enhance their performance and achieve their goals.
- Monitor user performance and engagement, providing regular feedback and insights to both users and internal teams.
- Collaborate cross-functionally with product, engineering, sales, and marketing teams to advocate for user needs and improve overall platform experience.
- Contribute to the development of support resources, FAQs, and training materials.
- Maintain meticulous records of interactions and feedback within our CRM system.
- Stay informed about industry trends, market changes, and Coupang's evolving offerings to provide up-to-date guidance.
Required Skills
- Bachelor's degree in Business, Communications, Marketing, or a related field.
- 3+ years of experience in customer success, account management, client services, or a similar user-facing role.
- Exceptional verbal and written communication skills in both Korean and English.
- Proven ability to build strong relationships and trust with diverse stakeholders.
- Strong problem-solving abilities and a proactive, solution-oriented approach.
- Excellent organizational skills and the ability to manage multiple priorities effectively in a fast-paced environment.
- Proficiency with CRM software (e.g., Salesforce) and Microsoft Office Suite.
Preferred Qualifications
- Experience in the e-commerce or technology industry.
- Familiarity with Coupang's platform and ecosystem.
- Demonstrated ability to influence and persuade stakeholders.
- Experience with data analysis and reporting to drive insights and recommendations.
- A track record of exceeding customer satisfaction or retention targets.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance and wellness programs.
- Generous paid time off and holidays.
- Employee discounts on Coupang products and services.
- Opportunities for professional development and career growth.
- Dynamic and inclusive work environment.
- Modern office facilities with amenities.
- Support for continuous learning and skill enhancement.
How to Apply
Interested candidates are invited to apply directly through our official careers portal. Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!