스픽의 미션
To teach the next billion people English and become the de facto way people learn languages.
CS Specialist는 스픽의 CX팀 소속으로, 수많은 고객의 응대에 답합니다.
최적의 고객 경험을 제공하는 것이 목표이며 이를 이루기 위해 다방면으로 노력합니다 .
* 본 채용은 영어로 고객응대가 가능한 지원자를 우대하여 모집합니다. (비대면 응대)
* 본 채용은 계약직 채용건으로 기간은 추후 협의 가능합니다. (최대 12개월)
Roles & Responsibilities
ㆍ고객센터 이메일과 라이브채팅을 통해 Daily로 인입되는 문의 건들에 대한 응대와 문제 해결 ㆍ고객에게 충분한 신뢰를 주고 있다고 말할 수 있는 지표를 확인하기 위한 Tagging 작업 ㆍ일관된 Tone & Manner로 인입되는 문의 건들 신속 정확한 응대 ㆍ버그 오류 및 문제 발생 시, 테스트 기기로 재현 후 팀에 공유 ㆍ고객 리뷰 및 피드백에 대한 대응 ㆍ고객문의에 대한 기본적인 오퍼레이션 관리 및 지원
※ 스픽에선 전화 상담을 지원하고 있지 않습니다.
Required qualifications/experience
ㆍ기본적인 CS 이해력 및 공감능력이 있으신 분 ㆍ고객의 문의가 복잡하더라도 요지를 잘 파악하는 스킬 ㆍ내부 팀원 및 타팀과 협업을 을 할 수 있는 커뮤니케이션 능력 ㆍ고객 응대 및 타팀과 소통이 가능한 영어 구사 능력 ㆍ메뉴얼을 꼼꼼하게 참고하여 응대가 가능하신 분 ㆍ시간 관리 능력이 뛰어나신 분
Preferred Qualifications
ㆍ채널톡, 인터콤, 프론트 등 다양한 CS 툴들을 사용해 보신 분 ㆍ동종업계 근무 경험이 있으신 분 ㆍ개발팀과 소통하며 일해보신 분 ㆍ책임감을 가지고 업무를 마무리 해주실 수 있는 분 ㆍ제2외국어 능력이 있으신분 (스페인어, 프랑스어, 독일어, 포르투갈어/브라질, 일본어)
CS 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 with an action item to support users’ needs and to strive for
service excellence. This role not only supports the user community but also collaborates 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
ㆍResponsible 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. ㆍSharing both positive and negative VOC feedbacks received from different markets to wider
stakeholders and to share improvements back to the customers. ㆍIdentifying bugs and escalating bug reports to relevant stakeholders, collaborating with
Engineering Team and Product Managers to ensure they are resolved in a timely manner. ㆍSupporting B2B inquiries to help improve the conversion of new customers and renewal of
existing and new accounts. ㆍManaging FAQ articles and Speak Help Center to ensure they are up to date, to help users self-
resolve their issues. ㆍPartnering with CS Manager in different projects and tasks to proactively and reactively strive
for service excellence. ㆍBe on the frontline in experiencing the growth of Speak in different markets(Taiwan, France, and
more to come!).
What we’re looking for
ㆍStrong customer-centric attitude, providing excellent customer service and ensuring customer
satisfaction ㆍ Previous experience in Customer Support team or industry ㆍExperience using different platforms, such as Intercom, Front, Channel Talk and more ㆍAbility to manage multiple user inquiries, and able to identify user’s needs ㆍAbility to adapt to fast-changing environments, new technologies, and evolving customer needs ㆍAbility to work well with others and collaborate with team members to achieve common goal ㆍExcellent written and verbal communication skills ㆍProficient in Korean ㆍProficient in English ㆍProficient in Mandarin is a plus ㆍProficient 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 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. Webelieve 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.
근무조건
ㆍ서울 성수역 사무실 출근 (성수역 5분 거리)
ㆍ근무 기간: 추후협의(계약직 최대 12개월 이후 퍼포먼스에 따라 정규직 전환 가능)
ㆍ근무 시간: 풀타임 (주중 점심시간 포함 9시간 근무)
ㆍ급여: 경력에 따른 협의
ㆍ혼합근무: 재택 + 오피스
ㆍ오피스 출근시 점심 식대 지원
ㆍ복장 제한 없음
ㆍ반려 동물과 함께 출근 가능
제출서류
ㆍ지원 이메일: jinwoo@usespeak.com
ㆍ이메일 제목 포맷: [스픽 CS Specialist 지원]_이름 필수 제출 서류
1. 이력서(1-2페이지, 국문-영문 무관)
2. 자기소개서
- 지원동기(필수)
- CS 경력에 상세 내용(*CS 경력 없을 시 그 외 경력 작성)
- 근무시작 가능일(필수)
- 직전 연봉(필수)
