We’re looking for a passionate, customer driven, and energetic Customer Experience Specialist to grow Channel Talk together.
Channel Talk is an all-in-one customer service platform that helps businesses prioritize increasing LTV through VIP concierge experience. We are creating an environment where customers can communicate anytime, anywhere, helping businesses find direction and insight from their customers. We not only boast the most powerful features and excellent design in the industry but also promote a ’customer-driven’ philosophy and culture that we have built in Korea and Japan, the 2 countries most well known for having high bars set for customer service. we’re here to change the culture of Customer Service in North America!
Channel Corporation started its journey 6 years ago and has been one of the fastest growing Series C B2B SaaS startups in Asia. We’ve continuously made more than 2x growth and had 98%+ retention rate for the past 5 years through helping 150,000 global customers, such as New Balance, Salomon, Allbirds, and Arc’teryx. We opened a NYC office this summer in Soho and are building a CX base in Vancouver. We are looking for people who are adventurous, passionate, and ambitious to go Zero to One with us! If this excites you, let’s meet and have a chat!
What You’ll Do
- Translate and localize Channel Talk in a friendly, intelligent tone and manner
- Create self-serve guides and onboarding contents to elevate customer experience
- Resolve inquiries from our customers in a thoughtful timely manner in both English and Korean
- Actively listen to customer feedback, share within the team to help prioritize product milestone
- Collaborate with the CX, product team in Korea to test bug fixes and new features
What You Won’t Do
- Close as many customer chats as possible without understanding the root cause of issues(Quality over quantity)
- Provide literal translation that sounds like an auto-translator(Understanding of the product in depth to interpret its core concepts and purposes is the top priority)
Who You Are
- 3+ years of customer service/experience in tech startups
- Native proficiency in written/verbal English and Korean
- Have deep-level knowledge of SaaS and how apps are made and know how to work with Product related teams
- Tech savvy
- (Not only comfortable using productivity tools such as Google Docs, Notion, and customer service platforms but able to pinpoint the inefficiency of current system and improve)
- Able to thrive in a fast-paced and changing environment with little or no supervision
- Curiosity, customer, data driven
- Desire to hustle and prove oneself
Nice to Have
- Technical writing in tech industry
- Customer service/experience experience in B2B SaaS
Salary
- Base salary range: $55,000.00 - $65,000.00 CAD
Perks & Benefits
- 15-day PTO (if you need more, we give you more)
- Flexible work hours (If you work late, get some sleep and start the next day late.)
- Latest MacBook Pro or equivalent
Location
What to Expect
- 1. Recruiter Screen: Let’s get to know each other!
- 2. Assignment: We’ll give you 2 questions to prepare and let’s talk about it in the first interview
- 3. Peer/Manager Interview: Meet your peer/manager and understand how we work!
- 4. CEO/Founder Interview: Meet the founders and understand why’s and how’s of Channel Talk
There is no such thing as a ‘perfect’ candidate. We may still consider candidates that demonstrate potential to grow. We respect, promote and encourage diversity for equal employment opportunities, and encourage you to apply if this role excites you.
