V0010 - Customer Success Specialist

About Ubiquiti 

At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to next generation of IT solutions. Our growth is made possible by the dedicated team of hundreds behind the scenes. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Rethinking IT.

Role Description

Ubiquiti's Taipei office is seeking a highly motivated and skilled Customer Success Specialist. In this role, you will create user-centric content (UI strings, help articles, community posts, release notes, training materials, etc.), handle support tickets, and perform other tasks that drive customer satisfaction. As a key member of our team, you’ll work closely with writers, PMs, QAs, and Technical Support in Taiwan and other offices. We value candidates who demonstrate both experience and flexibility—qualities that will help you identify content gaps, propose actionable improvements, and manage multiple tasks simultaneously, from copywriting to handling support tickets and delivering presentations to potential clients.

Responsibilities

• Work closely with PMs and QAs to understand product features and specifications, ensuring timely creation of copy for product launches and associated timelines.
• Independently create high-quality content for various product lines, including UI strings, help articles, FAQs, community posts, release notes, training materials, and more.
• Identify areas for improvement and enhance the user experience by setting up our devices and using the user interface.
• Identify content gaps and propose actionable enhancements to elevate the overall user experience.
• Create customer-facing materials and presentations that support sales initiatives.
• Collaborate with support teams to efficiently manage and resolve support tickets in a timely manner.
• Engage in various tasks aimed at enhancing customer success and overall user satisfaction.

Requirement

• Native-level proficiency in both Chinese and English.
• A minimum of 2+ years in UX writing, technical writing, or copywriting.
• Experience in technical support or customer support.
• Ability to perform effectively under high-pressure situations, delivering timely and high-quality results.
• MS/BS in Computer Science, English, or a related field.
• Good knowledge of HTML and basic experience with Figma.
• Strong team player who can also work independently and adapt flexibly to changing needs.
• Excellent multi-tasking and time-management abilities, with a keen aptitude for prioritizing tasks effectively.

Benefits

• International work environment and work with global development teams.
• Excellent work conditions.
• Competitive package we can and do offer great pay, perks, and benefits.
• Group insurance; Health insurance.
• Flexible working patterns.
• Free drinks and snacks in the office.