Customer Support Specialist for AI English learning mobile app

We are looking for a part-time Customer Support Specialist for Toko, a fast-growing startup based in New York. Our product is a mobile app that helps people in Taiwan & Hong Kong become fluent in English through daily conversations with AI.

Toko has 4.9 stars in the Taiwan App Store from over 5000 reviewers, with several expressing gratitude for our top-notch support. We take user feedback seriously, often putting users first. We are seeking an A-player who is eager to bring the same level of excellence to our small but mighty team.

What you will do:
– Develop an in-depth knowledge of the Toko app, staying up to date with daily updates
– Field customer inquiries over LINE, Meta, and email within 1 business day, in Traditional Chinese and English – making users feel heard, valued and supported
– Provide assistance with questions, directing users to FAQ when applicable
– Help users troubleshoot, requesting additional information and reporting bugs over Slack in English when unable to reach a resolution
– Summarize and share user feedback & requests over Slack in English, asking followup questions to better understand user needs when applicable
– Respond to reviews in the App Store and Play Store
– Collaborate with our Taiwan-based Customer Relations Manager and US-based co-founders to troubleshoot and address user needs

Requirements:
– Bilingual in Mandarin (native level) + English (C1 or above)
– Excellent written communication skills in both Mandarin & English
– High degree of empathy and patience
– Strong problem-solving skills & tech savviness

Bonus:
– Prior experience in customer service/support
– Willingness to work on weekends

Looking for someone who is flexible with hours – we anticipate 5-10 hours/week to start, with the potential to ramp up to 10-20+ over the upcoming weeks and months. (We anticipate ~20 hours needed the week of 12/11 – 12/15). The ideal candidate is eager to scale their hours as Toko scales and reaches more English learners.

All work is remote, with a flexible schedule.

Apply Here ->

Click this link to Apply with your proposal and CV

Email: workatastartup@ycombinator.com

Website: www.ycombinator.com