CX Agent, Taiwan

The role

You will own support for Taiwan users by resolving issues in native Traditional Chinese. You will investigate root causes, escalate bugs, and improve the AI agent based on user feedback.

What you will do

• 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 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.

Required qualifications

• 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

Nice to have

• 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
• 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

About the company

Speak is an AI company building a human-level, AI-powered tutor. It has a distributed team across San Francisco, Seoul, Tokyo, Taipei, and Ljubljana.