Work closely with our paid customers providing best-in-class support to meet customers’ expectations.
Collaborate cross-functionally with partners (e.g., Engineering, Product, Sales/CS) to share customer insights, unblock urgent issues, and contribute to improving support workflows.
Reproduce customer issues, perform initial triage, and file software defects with Engineering.
Consistently meet quality and productivity expectations and manage to key performance metrics defined within the Customer Experience Team (e.g., CSAT, response time/SLA adherence, response quality).
Identify recurring issues and contribute improvements to macros, internal documentation, and troubleshooting guides.
Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.
Participate in an on-call rotation to assist customers outside of normal working hours.

You have at least 2 years of experience working in technical support, customer service or something similar
You have native fluency in Korean
You are a fluent communicator in English
You are deeply passionate about customer experience and making life simpler with technology
You have strong communication skills and can work with both technical and non-technical audiences
You have strong analytical, debugging, and problem-solving skills
You are able to balance user expectations while understanding policies and compliance boundaries
You are able to work under pressure and remain focused, confident and professional
You are able to collaborate effectively with peers and across teams that are located in multiple offices
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
Nice to Haves:
You have experience with Zendesk or similar ticketing system
You have previous experience supporting a market at an early stage and/or being part of a startup team
You have experience troubleshooting SSO, SAML issues, APIs and similar open source technologies.

Product Support Specialist

Key skills