We constantly strive to improve our service experience by putting ourselves in our customers’ shoes.
The team that is the first to receive every message sentWadiz. The team that serves as the starting point for communication.
We met the CX team that connects Wadizits customers on the front lines!
Hello, could you please introduce yourself?
Jang Jin-young: Hello. I’m Jang Jin-young, Head of the CX Team. I plan and implement initiatives such as improving our support solutions, automating inquiries, and enhancing our customer service center to resolve issues Wadiz customers. In particular, I analyze the various problems customers face and establish improvement plans to reduce dissatisfaction. I collaborate with various teams to ensure Wadizprovides an even better customer-centric service.
Jo Hyun-jun: Hello! I’m in charge of data analysis and planning to improve the customer experience. I worked Wadizfor about six years starting in 2016, but took a brief hiatus last year. I’m also a “Doljim” (a play on words meaning “returned” and “true self”) who came back here in April of this year.
Yang Dosung: Hello! Before joining Wadiz, telecommunications company. Just as I was craving growth and change, I joined Wadiz. Now, I’m happily working on web development at the Wadiz Help Center.
Please tell us about your current role and team!
Jang Jin-young: Until last year, the CX team handled both planning and operations. Now that a BPO (outsourcing) provider has taken over day-to-day operations, the CX teamis focusing on planning, analysis, improvement, support, and management.
All problem-solving in the CX Team starts with a customer-centric. We identify tasks to enhance the customer experience based on current VoC (Voice of the Customer) data and consultation records. We proactively manage the BPO (outsourced) call center remotely in real time, resolve issues, collaborate with other teams to prevent recurrence, and drive improvement initiatives.
We’ve even formed a task force to standardize our team’s customer support solutions. No matter what the challenge is when it comes to improving the customer experience, this is a team that’s ready to brainstorm ideas and put them into action!
Our CX team is the one that makes the best use of our knowledge management system (KMS), known as “Wiki.” If you enjoy sharing work and keeping records, you’ll find working with our team rewarding.
Jo Hyun-jun: The CX team’s responsibilities can be broadly divided into two categories. First, we provide and manage systems for the work of outsourced CS staff and analyze data statistics. Second, we manage internal policies and knowledge to ensure high-quality customer service, and we communicate and coordinate with various teams.
I’m responsible for data and statistical analysis. To be more specific, my role involves analyzing customer feedback on Wadiz using various data sets and identifying potential risks that could lead to widespread issues in advance.
Yang Dosung, Pro: The CX team analyzes Voice of the Customer (VoC) data received by the customer service center and uses that data to identify functional errors and areas for improvement in order to resolve the inconveniences and difficulties customers may experience. It’s a kind of custodial role . In particular, we identify and resolve the root causes of VoC issues and improve the consultation environment to enhance customer convenience. We’re also working on projects to create a self-service environment where customers can resolve issues on their own without having to contact us, as well as on automation initiatives. Wadiz Help Center We also handle web development.
Since our team hears directly from our customers, we all act quickly to address their concerns. I think that’s our biggest strength!
How did you come to join Wadiz?
Jang Jin-young: Before joining Wadiz, I worked in customer service planning at a large corporation for about 10 years. While the job was stable, I felt like I was stagnating. I started wondering, “Wouldn’t it be possible to create and drive more customer-centric, challenging projects at a startup, rather than just following a cookie-cutter approach to CX?”
I’ve been working in CX teams at startups since 2016, and after working at companies in the Naver, Kakao, Rakuten, and Kakao Boto ecosystems, I ended up Wadiz. I was really drawn to the company’s solid stability—built on over 10 years of experience—and its status as the top crowdfunding platform. After meeting the leaders who interviewed me in person, it just clicked. I was convinced that “if I joinWadiz, I’ll be able to do CX work that’s truly fun.” Wadizhad a stronger foundation in CX and customer-centricity than any other company I’d seen.
Jo Hyun-jun: I had a friend working Wadiz. I’d always thought of him as exceptionally talented, so I naturally became curious about why Wadiz. Thanks to him, I learned that the crowdfunding industry is growing globally. I also felt that we were shifting from an era dominated by a few large corporations to one where many small businesses are carving out their own niches based on their unique strengths. I joined because I believed Wadizbusiness model would continue to grow significantly in the future.
What are the most important skills and experience required for this role?
Jang Jin-young: A customer-centric service mindset is fundamental, yet it is the most crucial element. In particular, the most important role involves constantly observing and analyzing three key aspects: how to solve customer problems (How), why we must focus so intently on the customer experience (Why), and whether this process leads to customer retention (Retention).
It’s also very important to share problem-solving strategies with other teams and communicate clearly (as a communicator) to ensure we provide better service to our customers!
Do you have any ongoing projects or any projects that stand out in your memory?
Yang Dosung: The “Help Center Redesign” project I worked on most recently! It’s memorable not only because it was my first project as a PM, but also because so many people helped me out. What made it most meaningful was planning from diverse perspectives and developing the solution entirely in-house. I plan to further refine the areas where we can improve.
Do you have any personal beliefs or principles that you always try to follow at work?
Jang Jin-young: I am someone who pursues excellence with sincerity—that’s what “Jinguk” means "Jinguk,"—a term that describes someone who pursues excellence with sincerity—and that’s why I joined. So the five principles , I place the greatest importance on the first principle: ‘“We do the right thing.” I believe it’s deeply meaningful to work with integrity and pursue authenticity even when no one is watching. I’m committed to Excellencewho see things through to the end to produce results—I take great pride in working with such colleagues.
Jo Hyun-jun, Producer: Jin-gook’s Work Philosophy The first of these is “Never work without asking ‘why’!” In data analysis, you must constantly verify why certain data has emerged. When you begin analyzing a dataset, you need to formulate a hypothesis about why that data exists, then repeatedly verify whether that hypothesis is correct by examining it from various angles. That’s why I believe you should start every task by clarifying its purpose with “why,” and you must also wrap things up properly at the end.
Yang Dosung, Pro: Jin-gook’s Work Style There are two things I like the most. “If you don’t know, ask anyone.” “If I’m scared, I report it; if I’m not scared, I make the decision.” These two principles give me the confidence to think, “I can do anything!” as long as the work I’m about to do is something I can explain and convince anyone of. That’s why, guided by these work philosophies, if I have any questions, I go over to the director or a team member sitting nearby to talk it out. Then, I find clues to answers I hadn’t thought of!
When do you feel happiest working Wadiz?
Jo Hyun-jun: When working with colleagues, there are bound to be people who only focus on their own tasks, their team’s work, and their own results. Wadiz, there are many moments when we all do our best to collaborate and get the job done right. That’s when I feel happy. Having so many colleagues like that is a huge advantage.
Yang Dosung: Until now , most companies have had rigid work structures and environments. It was an environment where even if you identified a problem, it was difficult to make changes. Wadiz, I can take on new challenges. They help me make the most of my abilities. If the direction aligns with my work, I can even take the lead in improving issues. I’m happiest when my ideas are implemented that way.
What kind of new colleagues would you like to work with in the future? If you have any “personal tips for joiningWadiz” to share with those interestedWadiz, please let us know!
Jang Jin-young: I want to work with positive colleagues who gain valuable insights even when they face many setbacks in unfamiliar environments. I’ve found that I can tackle any task with enthusiasm when working with colleagues who aren’t afraid of challenges and who value meaningful failures over effortless success! While being skilled is important, I especially welcome colleagues who give their all, stay committed until the very end, and never give up!
Jo Hyun-jun, Product Manager: We face important challenges, such as understanding what kind of experience customers have Wadizand identifying what needs to be improved to enhance that experience. I’m looking to work with colleagues who can identify issues by balancing intuition and data, and who are committed to helping us grow.
If you enjoy solving people’s problems and helping others, this would be a great fit for you! I recommend choosing one ofWadiz or projects and thinking about how you would approach it if you Wadiz. Through this process, you’ll naturally gain a deeper understanding of Wadiz and how we work. It will also help you clearly envision the role you’d like to play Wadiz.
Yang Dosung: I’d like to work with colleagues who bring fresh perspectives different from my own —people who can communicate openly and actively tackle challenges. Here’s a little tip: take a close look at our service and keep asking yourself, “What would I do?” I believe that question is the starting point for so much.
The CX team plays a vital role in listening to our customers, solving problems from their perspective, and suggesting ways to improve our services.
Wadizthe valuable feedbackWadizreceiveWadizour customers is communicated promptly and effectively, and we will continue to strive to make our services even better tomorrow than they are today.
👣 KEEP MOVING FORWARD
👉 TheWadiz CX Team is hiring (Click)
👉 What positions isWadizcurrently hiring for? (Click)
