Customer Experience Analyst

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're collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant 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 entrepreneurial 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

Coupang is looking for an enthusiastic Customer Experience analyst who acts as a "customer in the room" to join our Search and Discovery ("S&D") team. As a Analyst for Search and Discovery Team, this person will work directly with senior leaders, Product Managers, Data Analysts, and many engineers located on the West Coast. (Mountain View, CA, or Seattle, WA). Many times, you will collaborate with the S&D team members in the Asia time zone. This role is responsible for understanding the customer's intent behind a specific search query, advocating the customer's intent to a group of engineers and Product Managers, and evaluating impact of solutions that are designed to satisfy the customer intent. This role has lots of similarities with Search-focused User Research, but the focus areas are advanced to data analytics and application of the search technologies. The ideal candidate is an organized self-starter that skillfully analyzes and prioritizes the most important task with sound judgement and attention to detail.

The ideal candidate will be an experienced analyst who is familiar with both Korean and English, as well as search systems who is looking for their next big opportunity to grow & advance their career. The role is a great opportunity for any person who is looking for their next big opportunity to grow & advance their career. This role will train you to have the minimum baseline to grow as a good Program Manager or Product Manager, to accurately capture the customer intent and find a out-of-box solution to satisfy the intent.

The candidate is expected to be a fast learner with experience working with little to no guidance using sound judgement in a fast paced, goal-oriented, and ever-changing work environment. They will also have strong prioritization abilities to complete a high volume of complex tasks autonomously, and a history of establishing mechanisms to simplify or streamline processes and establish structure. The ideal candidate will be a ruthless problem solver with the demonstrated ability to communicate and respond effectively and efficiently while maintaining flexibility, and most importantly grace under pressure.

Responsibilities

• Analyzing search result of a search query, starting from understanding the customer intent behind the search query, evaluating whether top search results satisfy the search intent, and suggesting alternative ways to discover good alternative item from Coupang's catalog.
• Actively utilizing analytics/debugging tools to identify search defect (that search result does not satisfy customer intent) and find out the root causes.
• Find, document, and track hundreds of similar search defects of a certain type in a short amount of time
• hundreds of similar search defects of a certain type in a short amount of time
• Actively utilizing analytics/debugging tools to assess effectiveness of an engineering solution that engineers come up with.
• Proactively advocating engineers to focus on the customer's pain points and how to resolve them systematically.

Basic Qualifications

• Strong written and verbal communication skills in both English and Korean
• Customer Advocate with strong empathy to bad search experience of Coupang customers or Korean eCommerce shoppers
• BA/BS Degree
• Proficiency with MS Excel required.
• Minimum of one year of analytical work experience, in a fast-paced environment
• Minimum of one years of experience in Microsoft Office Suite applications, Word, Excel, PowerPoint, and SharePoint, and Google Workspace
• Capacity to work with different international time zones and overtime, as needed

Pay & Benefits

Our compensation reflects the cost of labor across several US geographic markets. At Coupang, your base pay is one part of your total compensation.

The base pay for this position ranges from $62,000/year in our lowest geographic market to $115,000/year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

General Description of All Benefits

• Medical/Dental/Vision/Life, AD&D insurance
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
• Long-term/Short-term Disability
• Employee Assistance Program (EAP) program
• 401K Plan with Company Match
• 18-21 days of the Paid Time Off (PTO) a year based on the tenure
• 12 Public Holidays
• Paid Parental leave
• Pre-tax commuter benefits
• MTV - [Free] Electric Car Charging Station

General Description of Other Compensation

"Other Compensation" includes, but is not limited to bonuses, equity, or other forms of compensation that would be offered to the hired applicant in addition to their established salary range or wage scale.

Coupang is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race (including traits historically associated with race, including but not limited to hair texture and protective hair styles), color, religion, religious creed (including religious dress and grooming practices), sex or gender (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), gender identity, gender expression, sexual orientation, ,ancestry, national origin (including language use restrictions), age (40 and over), physical or mental disability, medical condition, genetic information, HIV/AIDS or Hepatitis C status, family status (including but not limited to marital or domestic partnership status), military or veteran status, use of a trained dog guide or service animal, political activities or affiliations, ancestry, citizenship, family and medical leave status, status as a victim of any violent crime, or any other characteristic or class protected by the laws or regulations in the locations where we operate. Coupang is also committed to providing a safe work environment for its employees and its consumers. As a condition of employment, Coupang requires employees to be fully vaccinated against Covid-19, subject to legally required accommodations. If you need assistance and/or a reasonable accommodation in the application of recruiting process due to a disability, please contact us at usrecruiting@coupang.com.