Customer Experience (CX) Lead

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.

We are looking for a Customer Experience (CX) Lead to manage and develop our global support team (based out of Seoul). The ideal candidate is a hands-on leader who is passionate about technology and improving the customer journey. You will be responsible for improving our support tools, managing and developing our CX agents, and building scalable processes that will allow us to provide high-quality support as we grow. This role is a unique opportunity to shape the future of customer support at Speak and make a real impact on our users' experience.

• Lead, mentor, and develop our team of CX agents, defining the skills needed for success (in email, chat, B2B support, etc.) and scaling the team for success (through development and hiring)

• Manage and improve our support automation strategy using AI tools (like Parahelp) to increase ticket deflection and self-service resolution.

• Become the internal expert on our CX tech stack (Intercom, Front), optimizing these tools to improve key efficiency metrics like First Response Time and Agent Handle Time.

• Design and document scalable support processes that can be used globally as we expand into new regions.

• Collaborate with the B2B Customer Success team to implement a premium support experience for our our B2B customers and partners.

• Serve as the Voice of the Customer by using our VOC tool (Syncly) to deliver data-backed insights to our Product and Engineering teams, as well as managing user research interviews and studies.

• 5+ years of experience managing and developing a customer support team in a fast-paced, tech-driven environment.

• Bilingual Communication: Fluency in both English and Korean, with strong written and verbal communication skills.

• Deep expertise with modern CX tech stacks (e.g., Intercom, Zendesk, Front) and experience using automation and self-service to drive efficiency.

• A history of building and scaling support processes that improve quality and efficiency.

• Experience using data (CSAT, FRT, deflection rates) to manage team performance and make strategic decisions.

• Proven experience recruiting, hiring, and nurturing high-quality CX talent.

Nice to Have

• Experience managing support for both B2C and B2B customers.

• Experience in a global, multi-language support environment.

• A passion for creating career development opportunities for your team.

• Familiarity with our specific tools: Parahelp, Intercom, and Syncly.

• Fluency in Japanese.

1. Join a fantastic, tight-knit team at the right time: we're growing very quickly, we've most recently raised our Series C from some of the top investors in the valley, and we've achieved product-market fit in our initial markets. You'd join at a magical time when a single person could significantly change the course of the company.

2. Do your life's work with people you’ll love working with: we care strongly about our craft and want every person at Speak to feel like they're growing every day. We believe in the idea that working with people you both enjoy and have respect for makes everything better. We hire thoughtfully and only work with people we admire deeply.

3. Global in nature: We're live in over 40 countries and launching in a number of new markets soon. We have dedicated offices in San Francisco, Ljubljana, Seoul, and Tokyo, and you’ll have the opportunity to talk to users in each of these regions on a regular basis as well as travel.

4. Impact people's lives in a major way: Learning a language is one of the single most life-changing skills one can learn, and right now 99% of people never achieve their goal because the process is broken. We’re helping millions of people achieve their goals and improve their lives.

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.