Customer Support Specialist - Korea

About us

Our mission is to reinvent the way people learn, starting with language. We begin by teaching the next billion people English, Spanish, and French.

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 75 based primarily in SF, Seoul, Tokyo, and Ljubljana.

About the Role

As a CS Specialist at Speak, you will support the user community with inquiries that come Speak users from different markets. The ideal candidate will need to be responsible for identifying user inquiry, analyzing trends, and deriving an action item to support users’ needs and strive for service excellence. This role will not only support the user community but also collaborate with different stakeholders within Speak to help enhance the feedback loop and become an intermediary between other functions to best deliver user VOCs. You will work closely with other CS Specialists based in Seoul and Tokyo, and will be reporting directly to CS Manager based in Seoul.

What you’ll be doing

• Responsible for reviewing and responding to messages and tickets from email and live chat, ensuring that no inquiries are missed or delayed. This involves providing information, troubleshooting issues, and resolving problems.
• Sharing both positive and negative VOC feedbacks received from different markets to wider stakeholders and to share improvements back to the customers.
• Identifying bugs and escalating bug reports to relevant stakeholders, collaborating with Engineering Team and Product Managers to ensure they are resolved in a timely manner.
• Supporting B2B inquiries to help improve the conversion of new customers and renewal of existing and new accounts.
• Managing FAQ articles and Speak Help Center to ensure they are up to date, to help users self-resolve their issues.
• Partnering with CS Manager in different projects and tasks to proactively and reactively strive for service excellence.
• Be on the frontline in experiencing the growth of Speak in different markets(Taiwan, France, and more to come!).

What we’re looking for

• Strong customer-centric attitude, providing excellent customer service and ensuring customer satisfaction
• Previous experience in Customer Support team or industry
• Experience using different platforms, such as Intercom, Front, Channel Talk and more
• Ability to manage multiple user inquiries, and able to identify user’s needs
• Ability to adapt to fast-changing environments, new technologies, and evolving customer needs
• Ability to work well with others and collaborate with team members to achieve common goals
• Excellent written and verbal communication skills
• Proficient in Korean
• Proficient in English
• Proficient in Mandarin is a plus
• Proficient in French is a plus

Why work at Speak

1. Join a fantastic, tight-knit team at the right time: we're growing very quickly, we've raised our Series B and additional extensions 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 40 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.