CX Agent

Speak's Global Customer Experience (CX) team, based in Seoul, supports learners in Korea, Japan, Taiwan, the US and beyond. We work AI-first: our AI agent resolves a large share of conversations, and CX managers focus on the cases where a person changes the outcome - and on making the AI better.

We're looking for a CX Agent to own support for our Taiwan users. You'll be the voice of Speak for Taiwanese learners: resolving their issues in native Traditional Chinese, finding out why issues happen, and turning what users tell us into changes to our AI agent, our policies and our product.

This is a hybrid role based in Seoul, and a 12-month contract with the potential to extend or convert to full-time based on business needs and performance.

- Handle Taiwan, Hong Kong and Macau support in Traditional Chinese across in-app chat, email, calls and in-app reports.

- Resolve subscription, billing, refund, account and app issues across App Store, Google Play and web payments.

- Investigate recurring issues to their root cause and escalate bugs to engineering with clear reproduction steps.

- Review our AI agent's Taiwan conversations, find knowledge gaps, and close them with articles, rules and, over time, small code changes.

- Work closely with our Taiwan team on campaigns, promotions and user feedback.

- Share Taiwan user insights through our VoC reports, and help run user interviews.

If you don't think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

- Native-level Mandarin as used in Taiwan, with excellent written Traditional Chinese

- Working-level business English for collaboration with our global team and internal documentation

- 2+ years in customer support, operations or another customer-facing role

- Authorization to work in Korea + ability to work in hybrid at our Seoul office

- Conversational Korean ability for day-to-day collaboration with our Seoul team

- Experience improving an AI agent, chatbot or automation (writing prompts, knowledge articles or rules)

- Experience with git or GitHub, or with AI coding tools such as Claude Code or Cursor, even for small changes like copy or config fixes

- Familiarity with subscription billing or in-app purchase flows

- Experience with Intercom or a similar customer support platform

- Comfort with data - spreadsheets, SQL, etc.

- Written Cantonese ability for Hong Kong and Macau users

1. Join 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.

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, Tokyo, and Taipei, 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.