Director, Technical Customer Support

• Build and lead the support function, including hiring, training, and developing a high-performing team
• Define and execute the support strategy, including service tiers, SLAs, KPIs, and success metrics aligned to our business objectives
• Establish operational processes that enable efficient case management, ticket triage, escalation management, and root cause analysis across customer segments
• Design and implement support tooling and infrastructure, working closely with Engineering and Product to automate and scale
• Own critical customer escalations, driving quick resolution and continuous improvement across product, engineering, and support workflows
• Develop support products and service offerings (e.g., premium support tiers, TAM/white-glove offerings) to drive customer retention and monetize support where appropriate
• Partner with Product and Engineering to represent the voice of the customer in product roadmap and reliability planning
• Monitor key performance indicators such as response time, resolution time, customer satisfaction, and operational efficiency to continuously improve service quality
• Prepare regular reports for executive leadership on customer pain points, operational bottlenecks, and areas for proactive investment
• Ensure support readiness for major platform changes, new feature rollouts, and incident response plans

• 10+ years of experience in technical support, customer success, or service delivery, with 5+ years in a leadership role
• Experience supporting infrastructure
• Proven ability to scale support operations from early-stage to enterprise-ready, including building org structure, hiring, and tooling from scratch
• Strong background in setting up support systems (Zendesk, Salesforce Service Cloud, etc.) and integrating them into broader ops ecosystem
• Track record of managing cross-functional escalations involving product, engineering, and business stakeholders
• Experience launching and operationalizing new support products and monetization offerings
• Customer-obsessed mindset with structured approach to problem solving and process optimizationte
• Ability to communicate clearly and influence across functions, from ICs to executives
• Experience working with both internal and external customers ranging from small start-ups to large enterprises

• Exposure to working in high-availability environments with strong uptime and incident management expectations
• Strong knowledge of SDLC, SRE models, and customer support frameworks
• Prior experience operating in or building support teams for both self-service and high-touch enterprise models

• Application Review - 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.

• 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.
• Hiring may be restricted in case the legal qualifications required for hiring and work performance is not met.

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice is located below.

• A job applicant, who has applied but not been finally selected for a position at Coupang (the “Company”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
• A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit It by email (recruitingops@coupang.com). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant's designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
• In preparation for a job applicant's request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.
• The above paragraphs 1 - 4 shall only apply when the labor-related laws of Korea govern the application. They are otherwise not applicable.

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