CX Agent, Japan Market position at Speak.| South Korea

Speak CX Agent, Japan Market

Experience: 1-years

Pattern: Contract

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Seoul....South Korea

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About usOur mission is to reinvent the way people learn, starting with language.Learning a language can change a life by opening doors to new cultures, careers, and communities. Two billion people around the world are actively trying to learn a language, but the best way to learn (one-on-one tutoring) is hard to access at scale and hasn’t been meaningfully improved in decades. Speak is building a human-level, AI-powered tutor in your pocket: a conversation-first experience that lets learners actually speak, get instant feedback, and progress through carefully designed lessons. The result is a complete path from beginner to confident speaker across multiple languages.Speak first launched in South Korea in 2019, where Speak has now become the number one language learning app, and we now serve learners across many markets and 15+ languages. Speak is one of the world’s leading AI companies, with over $150m raised in venture investment from OpenAI, Accel, Founders Fund, Khosla Ventures, and more, with a distributed team across San Francisco, Seoul, Tokyo, Taipei, and Ljubljana.About This RoleSpeak’s Global Customer Experience (CX) team, based in Seoul, South Korea, delivers world class support and experience for learners all around the world. We partner with effective tools and AI to ensure that no matter where our learner is based, they can receive the support they need & experience the full Speak method.We’re looking for a passionate, detail-oriented CX Agent to support our Japanese-speaking users. You’ll be the voice of Speak in Japan — resolving user issues quickly, maintaining high quality standards, and sharing the user’s perspective with our product and engineering teams. This role plays a key part in keeping our Japan market users engaged, satisfied, and loyal.This is a hybrid role based in Seoul, and a a 12-month contract position with the potential to extend and/or convert to full-time employee based on business needs & performance.What You'll Be DoingHandle inbound support requests in Japanese via in-app chat, email, and other channelsDiagnose and resolve issues related to subscriptions, account access, billing, and app featuresEscalate technical bugs and complex cases to engineering with clear reproduction stepsMaintain consistent quality scores across all user interactions (CSAT, QPI)Identify patterns in user feedback and share insights with the CX lead and product teamContribute to the internal Knowledge Base in both Japanese and EnglishParticipate in weekly syncs, QA reviews, and VoC reportingWhat We're Looking ForMinimum requirements1+ years of customer support or customer-facing experienceNative-level Japanese communication skills (reading, writing, speaking)Deep familiarity with Japanese culture and communication normsConversational English for internal communicationStrong empathy and a user-first mindsetSelf-starter with the ability to independently manage multiple cases and proactively flag issuesNice to havesFluency in KoreanExperience with support tools such as Intercom or ZendeskExperience supporting a mobile app or SaaS productFamiliarity with subscription billing or in-app purchase flowsComfortable using AI tools in day-to-day workWhy work at SpeakJoin a fantastic, tight-knit team at the right time: we're growing very quickly, we've most recently raised our Series C 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.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.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.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.

CX Agent, Japan Market job opportunity at Speak.

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