Customer Success Specialist

KONO 正找尋著充滿創意與活力、喜愛團隊合作和願意學習的客服成員加入我們，一同成長！

我們客戶服務團隊如同 KONO 的神經系統，與工程師、產品、行銷團隊關係密不可分，堪稱是 KONO 健康指標監測站。客戶時代來臨，擔任 KONO 的客服，不僅止於為用戶解決問題，你更是用戶的代言人，在公司內部替用戶發聲，從上到下讓各個團隊成員更理解用戶想法，進而一起參與團隊共同打造出更棒的產品體驗。

你的工作將會站在第一線接觸用戶，透由信件/訊息與電話等管道，在第一時間提供專業而友善的互動，協助用戶達成最優質的產品使用體驗。我們更需要你能同理且深入體察使用者需求，協助 KONO 團隊掌握用戶在體驗歷程中的痛點與回饋，做到提升用戶體驗的目標。因此，不論是在積極找尋解答的應對情境，或是持續改善產品的團隊合作，你都扮演著一個不可或缺的關鍵角色。

At Kono we believe that our customer service team has the pulse of our product's viability and health, and that customer feedback must play a vital role in our product lifecycle. A Customer Support Specialist not only attends to all the issues our customers face, but also advocates on behalf of our customers, raising the voice of our users to the highest levels internally.

In this role, you’ll work to execute on this vision by supporting our customers via email/text/call, gaining deep understanding of their needs and pain points. Your goal is not only to solve customers' problems, but also to help Kono deliver the excellent customer experience with our products and services. You'll be the customer voice within the company. The ability to identify high leverage improvements from our users point of view, and to drive upstream solutions with the rest of the team is crucial.

你需要做的有:
 KONO 的第一線守門員，帶著服務熱忱，在時效內回覆用戶的信件、訊息及電話
 深度熟悉各產品平台的使用流程與功能，理解用戶痛點與用戶期待的功能
 透由與用戶的互動過程，發掘並歸納意見反饋的關鍵需求
 擔任用戶的內部發聲者，主動積極提出產品的改善建議
 與產品、工程團隊一起守護產品服務的高品質，並建立出快速應對的溝通機制
 成為整個 KONO 最懂客戶的人，也是最熟門熟路的 KONO 知識通
You will:
 Answer customer support emails, texts, and calls in a timely manner.
 Know the product in intimate detail, including top customer pain points and feature requests.
 Uncover important themes in customer feedback through support interaction with our customers.
 Be an internal advocate for both Support and our customers, to drive regular improvements in terms of process and product features.
 Work closely with the product team to monitor the health of our product and set corresponding support metrics if necessary.
 Serve as the cross-functional partner, and knowledge expert, representing customers within the company.
 

You have:
1. Excellent communication skills both written and oral.
2. Strong empathy. You see things and gain understanding from other people's perspectives. You anticipate the problems and the needs before they arise.
3. Superb attention to detail.
4. Excellent organization skills.
5. Creative problem-solving abilities and a passion for learning.
6. Friendly. Curious.

Even Better:
1. A strong sense of customer experience in terms of product design.
2. Excellent language skills in English, Japanese, or Korean.
3. Experience working in a tight knit startup environment, interacting with product managers, engineers, designers, and marketers.
4. The ability to effectively influence and communicate cross-functionally.

『勞工』的基本權利一定有！

我們還有：
端午、中秋、勞動節禮金
婚喪喜慶禮金
壽星生日禮金
迎新聚餐
季度聚餐
關心員工的身心健康，提供員工健檢
職災、意外、住院團保
運動社團(目前有肌力社)
鼓勵學習成長，補助國內外研討會、進修課程
無隔間的辦公環境，隨時與夥伴們暢通無阻的溝通
不怕你胖只怕你餓，提供豐富的零食、飲料
尾牙(春酒)活動、摸彩


『ＫＯＮＯ』專屬
配備蘋果筆電與24吋螢幕
支持員工依照專長與興趣，進行職務調整
人才推薦獎金
Kono 電子雜誌吃到飽

『KONO 』的假 
彈性工作時間
任職滿一個月即享有1天特休假(即1年享有12天假)， 逐年遞增1天，最多加至30天
給薪病假6天
補班日自動放假一天
享有3個月產假(優於勞基法２個月）
給薪產檢假５天
給薪陪產假5天
勞基法規定的假都會有