Customer Experience Specialist - Korean

This role is focused on providing technical support to paid customers and collaborating with engineers to resolve issues. The successful candidate will also contribute to building systems and processes for task management and problem-solving. Fluency in Korean and English is required, along with strong communication and analytical skills. The ability to work under pressure, collaborate effectively, and prioritize customer experience are also important. Experience with ticketing systems like Zendesk is a plus.

• Work closely with paid customers to provide best-in-class support and meet their expectations
• Collaborate with engineers, product teams, and sales to build processes and manage issues
• Reproduce customer issues, perform initial triage, and file software defects with Engineering
• Manage key performance metrics defined within the Customer Experience Team
• Create and maintain internal knowledge libraries and contribute to user-facing content
• Participate in an on-call rotation to assist customers outside of normal working hours

• At least 2 years of experience working in technical support, customer service, or something similar
• Native fluency in Korean
• Fluent communicator in English
• Deeply passionate about customer experience and making life simpler with technology
• Strong communication skills and ability to work with both technical and non-technical audiences
• Strong analytical, debugging, and problem-solving skills
• Ability to balance user expectations while understanding policies and compliance boundaries
• Ability to work under pressure and remain focused, confident, and professional
• Ability to collaborate effectively with peers and across teams located in multiple offices
• Experience with Zendesk or similar ticketing system (nice to have)

• Best-in-class support for paid customers
• Cross-functional collaboration with engineering, product, and sales teams
• Reproduction and resolution of customer issues
• Management of key performance metrics
• Creation and maintenance of internal knowledge libraries
• Participation in on-call rotation for customer assistance outside of normal working hours
• Native fluency in Korean
• Fluent communication in English
• Passion for customer experience and technology
• Strong communication skills with technical and non-technical audiences
• Analytical, debugging, and problem-solving skills
• Ability to balance user expectations and compliance boundaries
• Ability to work under pressure and remain focused and professional
• Effective collaboration with peers and teams in multiple offices
• Experience with Zendesk or similar ticketing system (nice to have)
• Previous experience supporting an early-stage market or being part of a startup team (nice to have)
• Experience troubleshooting SSO, SAML issues, APIs, and open source technologies (nice to have)
• Equal opportunity employer with a commitment to diversity and inclusion
• Reasonable accommodations for individuals with disabilities and disabled veterans