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 with the CX team, who are on the front lines connecting Wadizits customers!
Hello, could you please introduce yourself?
Jang Jin-young: Hello. I’m Jang Jin-young, and I oversee 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 I took a brief hiatus last year. I’m also a “Doljim” (short for “Returned Jinguk”) 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 improve 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 us a pleasure.
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 work in data and statistical analysis. To be more specific, my role involves analyzing customer feedback on Wadiz using various data points and identifying potential risks that could lead to widespread issues.
Yang Dosung, Pro: The CX team analyzes VoC (Voice of the Customer) 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 customer service environment to enhance customer convenience. We’re also working on projects to create and automate a self-service environment where customers can resolve issues on their own without having to contact us. 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 KakaoTalk ecosystem, I ended up Wadiz. I was really drawn to the company’s solid stability—with over 10 years in the industry—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 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 (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 various perspectives and developing it entirely in-house as a team. 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 5 Principles , we place the greatest importance on the first principle: ‘We Do the Right Thing’ holds the greatest significance for me. I believe there is great meaning in working with integrity and pursuing authenticity, even when no one is watching. I am committed to Excellence—who see things through to the end to produce results—is a source of great pride for me.
Jo Hyun-jun: Jin-gook’s Work Style The first one is “Never work without asking ‘why’!” In data analysis, you must constantly verify why certain data points exist. When you begin analyzing a dataset, you need to formulate a hypothesis about why those data points exist, then repeatedly verify that hypothesis 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 up the task with a clear conclusion.
Yang Do-seung: Jin-gook’s Work Style There are two things I like most about him. “If you don’t know, ask anyone.” “If you’re scared, report it; if you’re not scared, 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 to anyone and have them understand. 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 myself!
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 Do-seung: Until now , most companies have had rigid work structures and environments. It was difficult to make changes even when problems were identified. 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 initiative to improve things. I’m happiest when my ideas are put into practice.
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 after facing many failures in unfamiliar environments. I’ve found that I can tackle any task with enthusiasm when working with colleagues who embrace challenges and value meaningful failures over effortless success! While being skilled is important, I especially welcome colleagues who give their all, stay committed to the end, and never give up!
Jo Hyun-jun: We face important challenges, such as understanding what kind of experience customers have Wadizand identifying areas for improvement 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 role would be a great fit for you! I recommend choosing one ofWadiz or cases and thinking about how you would have handled 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 find solutions. 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.
We will continue to ensure that the valuable feedbackWadizreceiveWadizour customers is communicated promptly and effectively, so that our services can better meet their needs tomorrow than they do today.
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👉 TheWadiz CX team is hiring (click)
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