Customer Service Agent | Mandarin

About us

Our mission is to become the de facto way people learn foreign languages. We begin by teaching the next billion people English and Spanish.

English is the global language of business, culture, and communication, and over 1.5 billion people around the world are actively trying to learn right now. Others dream of communicating with the half-billion native Spanish speakers across the globe. The problem is that it's nearly impossible to learn to speak a language without constant access to a speaking partner. Grammar and vocab apps don't really help – you need to actually converse with someone.

Speak is on a journey to fix this. We're creating an AI-powered experience that replicates the flow of a conversation, without needing a human on the other end. The goal is to make it radically more accessible to be able to have conversations in a foreign language and eventually help hundreds of millions of people gain fluency who otherwise wouldn't be able to.

We started on this journey over five years ago and we've still got a long ways to go. We're thoughtfully adding new team members only when we think they can truly play a big role in our mission.

Speak launched first in South Korea where we have quickly grown to become the top grossing education app in the country. We have now delivered this winning product to more than 30 countries globally and are continuing to expand to more markets in the coming months. The company is well funded, raising a recent Series B backed by investors like OpenAI, Founders Fund, Y Combinator, Khosla Ventures, Lachy Groom, Josh Buckley, and others. We’re a team of 50 based primarily in SF, Seoul, and Ljubljana.

About this role

We are looking for a full-time Japanese English as a Second Language (ESL) and English as a Foreign Language (EFL) content writer to join Speak’s content team in creating high-quality language learning in-app content for the Japanese market.

We are looking for a full-time customer service agent to service our Mandarin and Korean speaking customers.

We are looking for customer and product advocate, who helps resolves customer issues but also helps our product and engineering team improve our product to prevent future customer issues. This agent has prior experience in customer service.

This agent is also passionate about technology and improving the lives of our customers.

What you’ll be doing

As a Customer Service Agent at Speak, your responsibilities will include:

• Responding to customer inquiries in a timely, professional, and respectful manner through various communication channels.
• Ensuring that customer questions are fully understood and resolved by providing accurate answers and solutions.
• Collaborating with other customer support staff and colleagues from different departments to efficiently address and resolve students' inquiries.
• Collecting feedback from users and reporting it to promote product optimization.
• Achieving or exceeding KPI targets for effectiveness and efficiency in providing customer service.

What we’re looking for?

• Fluency in Mandarin, with experience working in multiple languages
• 1+ Years of customer service experience
• Excellent verbal and written communication skills in both Mandarin and English
• Ability to work independently and as part of a team
• Strong problem-solving skills and the ability to think critically
• Familiarity with customer service software and tools
• Knowledge of the Taiwanese language and culture is a plus

Why work at Speak

1. Join a fantastic, tight-knit team at the right time: we're growing super quickly, we just raised our Series B and an additional extension from some of the top investors in the valley, and we've achieved product-market fit in our initial markets. You'd join at a magical time when a single person could significantly change the course of the company.
2. Do your life's work with people you’ll love working with: we care strongly about our craft and want every person at Speak to feel like they're growing every day. We believe in the idea that working with people you both enjoy and have respect for makes everything better. We hire thoughtfully and only work with people we admire deeply.
3. Global in nature: We're live in over 30 countries and launching in a number of new markets soon. We have dedicated offices in San Francisco, Ljubljana, Seoul, and Tokyo, and you’ll have the opportunity to talk to users in each of these regions on a regular basis as well as travel.
4. Impact people's lives in a major way: Learning a language is one of the single most life-changing skills one can learn, and right now 99% of people never achieve their goal because the process is broken. We’re helping millions of people achieve their goals and improve their lives.

Speak does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.