Sr. Ops and Customer Success Specialist

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 this role

Are you passionate about driving customer success and ensuring learners achieve their goals? As a Local Ops and Customer Success Specialist in Korea, you will be the key player in supporting the daily operations and success of our business customers. This role offers you the unique opportunity to build strong relationships with top leaders, collaborate closely with Speak’s product team, and help shape our customer success program from the ground up. Your efforts will directly impact the satisfaction and success of our customers and learners, making a real difference in their experiences with Speak.

What you’ll be doing

• Responding to daily customer requests and handling operational tasks like customer contracts and questions.
• Analyzing customer data to identify key insights and deliver actionable solutions.
• Partnering with the sales team for presentations and customer pitches.
• Engaging and communicating with customers to enhance their experience and retention.
• Collaborating cross-functionally with Sales, Marketing, and Product/Engineering teams to ensure customer success.

What we’re looking for

• Previous customer success experience in a B2B environment and previous operations experience.
• Excellent customer communication skills, strong written communication in both English and Korean, and the ability to communicate and summarize problems to engineering teams. SQL knowledge is a very nice to have.
• Ability to write engaging messaging for customers and creatively solve customer issues while keeping them happy.
• Fluency in both English and Korean.
• Experience in fast-paced environments is a plus.
• A desire to learn and grow quickly.

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 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 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.