CX Agent, Japan Market

ABOUT US

Our 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 ROLE

Speak’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 DOING

• Handle inbound support requests in Japanese via in-app chat, email, and other channels

• Diagnose and resolve issues related to subscriptions, account access, billing, and app features

• Escalate technical bugs and complex cases to engineering with clear reproduction steps

• Maintain consistent quality scores across all user interactions (CSAT, QPI)

• Identify patterns in user feedback and share insights with the CX lead and product team

• Contribute to the internal Knowledge Base in both Japanese and English

• Participate in weekly syncs, QA reviews, and VoC reporting

WHAT WE'RE LOOKING FOR

Minimum requirements

• 1+ years of customer support or customer-facing experience

• Native-level Japanese communication skills (reading, writing, speaking)

• Deep familiarity with Japanese culture and communication norms

• Conversational English for internal communication

• Strong empathy and a user-first mindset

• Self-starter with the ability to independently manage multiple cases and proactively flag issues

Nice to haves

• Fluency in Korean

• Experience with support tools such as Intercom or Zendesk

• Experience supporting a mobile app or SaaS product

• Familiarity with subscription billing or in-app purchase flows

• Comfortable using AI tools in day-to-day work

WHY WORK AT SPEAK

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.