Incident Manager (CX) at Coupang

Osaka, , Japan -

Full Time

Start Date

Immediate

Expiry Date

26 Aug, 26

Salary

0.0

Posted On

28 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Case Investigation, Stakeholder Communication, Problem Solving, Emotional Intelligence, Analytical Skills, Decision Making, Japanese Language, English Language, Team Leadership

Industry

Software Development

Description

About Rocket Now Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka). Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2). *1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower) About CP One Japan CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers. 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 Bachelor’s degree Native level Japanese and business level English 3+ years of team lead/management experience Hands-on experience handling complex service issues or conducting investigations related to safety, compliance, or customer claims Strong analytical and decision-making skills for managing high-stakes cases Professional presence and interpersonal skills to build trust with internal and external stakeholders Proactive, detail-oriented, and comfortable navigating ambiguity Excellent written and verbal communication skills, particularly in sensitive or high-pressure scenarios 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. 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. Equal Opportunities CP One Japan/Rocket Now is an Equal Opportunity Employer committed to fair and inclusive hiring practices in accordance with Japanese labor laws. We welcome applications from all qualified individuals and ensure that employment decisions are made without discrimination based on unreasonable grounds, including the following grounds: Labor Union Membership: Employment is not conditioned on membership or non-membership in any labor union. We respect the rights of individuals to freely associate, as protected under the Labor Union Act. Gender: We do not discriminate based on sex or gender in recruitment, hiring, etc., in compliance with the Act on Equal Opportunity and Treatment between Men and Women in Employment. Age: We do not set age limits or discriminate based on age in our hiring processes, except where legally justified under the Act on Comprehensively Advancing Labor Measures, and Stabilizing the Employment of Workers, and Enriching Workers' Vocational Lives. Disability: We provide equal opportunities to individuals with disabilities and offer reasonable accommodations as required under the Act on the Facilitate the Employment of Persons with Disabilities. Fair Hiring Process: We conduct a fair hiring process that respects the fundamental human rights of all employees. We do not discriminate based on race, nationality, ideology, religion, etc. during the recruitment or hiring process. We are committed to fostering a respectful, inclusive, and diverse workplace where all individuals can thrive. Selection for employment is based solely on individual merit, qualifications, and business needs. The personal information you provide when applying will be collected and managed by Coupang in accordance with the following privacy https://www.coupang.jobs/jp/privacy-policy/ 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/

Responsibilities

Manage high-risk and urgent customer incidents by conducting thorough investigations across multiple communication platforms. Collaborate with internal departments to identify root causes and implement resolution plans for stakeholders.