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Bilingual Customer Support Advocate

2 months ago

Vancouver, British Columbia, Canada Channel Full time
Bilingual Customer Support Advocate (Korean)

We are seeking a dedicated, customer-focused, and dynamic Customer Support Advocate to contribute to the growth of Channel Talk.

Channel Talk is a comprehensive customer service solution designed to assist businesses in enhancing their customer lifetime value through a premium concierge experience. Our goal is to foster an environment where customers can engage at any time and from any location, enabling businesses to gain valuable insights and direction from their clientele. We pride ourselves on offering industry-leading features and exceptional design while cultivating a 'customer-first' culture that has been established in Korea and Japan, renowned for their high standards in customer service. Our mission is to transform the customer service landscape in North America.

Channel Corporation has experienced rapid growth over the past six years, becoming one of the fastest expanding Series C B2B SaaS startups in Asia. We have consistently achieved over 2x growth and maintained a retention rate exceeding 98% for the last five years, serving 150,000 global clients, including notable brands. We have recently expanded our operations and are eager to build a strong customer experience team.

Key Responsibilities:
  • Translate and adapt Channel Talk's content in a friendly and intelligent manner.
  • Develop self-service guides and onboarding materials to enhance customer experience.
  • Address customer inquiries thoughtfully and promptly in both English and Korean.
  • Actively gather customer feedback and collaborate with the team to prioritize product development.
  • Work closely with the CX and product teams in Korea to test and refine bug fixes and new features.
What We Avoid:
  • Focusing solely on closing customer chats without understanding the underlying issues (prioritizing quality over quantity).
  • Providing translations that resemble automated outputs (a deep understanding of the product is essential for accurate interpretation).
Who You Are:
  • 3+ years of experience in customer service within tech startups.
  • Fluent in both written and spoken English and Korean.
  • Possess in-depth knowledge of SaaS and app development processes, with the ability to collaborate with product teams.
  • Tech-savvy and proficient in productivity tools.
  • Able to identify inefficiencies in current systems and suggest improvements.
  • Thrives in a fast-paced, dynamic environment with minimal supervision.
  • Motivated to excel and demonstrate capability.
Preferred Qualifications:
  • Experience in technical writing within the tech industry.
  • Background in customer service within B2B SaaS.
  • Base salary range: $55,000 - $65,000 CAD.
  • 15 days of paid time off, with flexibility for additional days as needed.
  • Flexible working hours to accommodate personal schedules.
  • Provision of the latest MacBook Pro or equivalent device.
What to Expect:
  • 1. Initial Screening: An opportunity to get acquainted.
  • 2. Assignment: Preparation of two questions for discussion in the first interview.
  • 3. Peer/Manager Interview: Meet your potential colleagues and understand our working style.
  • 4. CEO/Founder Interview: Engage with the founders to learn about the vision and mission of Channel Talk.

We recognize that there is no 'perfect' candidate. We value potential and encourage individuals from diverse backgrounds to apply if this role resonates with you.