Incident Manager

Company Introduction  

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 are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading 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 entrepreneurs 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. 

Role Overview  

In this role, you'll play a key part in resolving our most complex and time-sensitive customer issues. You’ll act as a trusted point of contact for cross-functional partners including Communications, Insurance, and Legal teams. By investigating critical incidents and managing high-risk escalations, you'll help ensure customer trust while balancing service expectations and internal priorities.

What You Will Do 

• Manage a dynamic caseload involving high-risk and urgent customer incidents

• Conduct thorough case investigations across multiple communication platforms (email, phone, chat), gathering relevant facts, assessing evidence, and offering clear action plans to stakeholders

• Demonstrate strong communication skills and professionalism while guiding customers through resolution processes

• Apply sound judgment, problem-solving ability, and emotional intelligence to identify root causes and propose solutions

• Collaborate across departments to ensure accurate case documentation and follow-ups

• Deliver consistent results within tight deadlines and quality standards

Basic Qualifications 

• Hands-on experience handling complex service issues or conducting investigations related to safety, compliance, or customer claims

• Background in investigations within Law Enforcement, Claims, or Risk Management

• Crisis management, sensitivity, or de-escalation techniques.

• Strong analytical and decision-making skills for managing high-stakes cases

• Professional presence and interpersonal skills to build trust with internal and external stakeholders

• A commitment to high standards of integrity and accountability

• Proactive, detail-oriented, and comfortable navigating ambiguity

• Excellent written and verbal communication skills, particularly in sensitive or high-pressure scenarios

• Strong time management and proficiency with relevant technology tools

• Team lead/management experience

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. 

Working Conditions 

• Employment Type
• Probationary Period
• Duration of contract (if applicable)
• Other details will be provided separately 

Details 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.
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
• Job titles and responsibilities may be subject to change depending on the candidate’s overall experience and/or the necessity of business, etc. at the time of joining Coupang and/or after joining Coupang. The job title/duties and responsibilities after such change shall not be subject to any special restriction. The job titles and responsibilities at the time of joining Coupang will be communicated to the candidate at the appropriate time before the offer.
• Details will be provided separately after receiving your application by email and/or during the job interview. 

Privacy Notice​ 

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/