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사용자 경험(UX)에서 가장 큰 마찰(Friction)을 발견하고 이를 해결하기 위해 본인이 주도적으로 개선했던 프로젝트의 사례를 설명해 주십시오. 이때 구체적인 데이터와 의사결정 과정을 중심으로 설명해 주세요.

🎯 지원자가 문제를 정의하고, 데이터 기반으로 해결책을 제시하며, 주도적으로 행동하는지 확인한다.

복잡한 기술적 개념을 개발자 경험(Developer Experience)에 최적화된 명확하고 실행 가능한 콘텐츠로 변환해야 했을 때, 엔지니어링 팀이나 PM과 의견 충돌이 발생했던 경험과, 최종적으로 어떻게 합의점을 도출하고 콘텐츠의 품질을 확보했는지 구체적인 협업 과정을 설명해 주세요.

🎯 기술 이해도와 더불어, 개발/기획/엔지니어와의 효과적인 커뮤니케이션 및 갈등 관리 능력을 확인한다.

AI 도구를 실제 콘텐츠 제작 워크플로우에 통합하여 효율성을 극대화했던 경험을 설명해 주십시오. 단순히 AI를 사용한 것을 넘어, 어떤 프롬프트를 설계하고, 어떤 결과물을 비판적으로 판단하여 최종 콘텐츠에 적용했는지 과정과 그 결과(예: 생산성 향상 수치)를 제시해 주세요.

🎯 지원자의 AI 활용 능력 수준과, 도구를 단순 사용이 아닌 전략적인 사고로 활용하는 능력을 측정한다.

고객 피드백이나 A/B 테스트 결과를 콘텐츠 개선에 반영하는 과정에서, '이 콘텐츠가 고객의 실제 니즈를 충족시키고 있는가?'라는 질문에 대해 어떻게 판단하고, 어떤 근거로 기존의 방향성을 변경했는지 설명해 주세요.

🎯 지원자가 피드백을 단순히 수용하는 것을 넘어, 비판적 사고를 통해 콘텐츠의 본질적 목표를 재정립하는지 확인한다.

만약 현재 Sendbird의 AI 기반 CX 플랫폼에서 가장 시급하게 개선해야 할 콘텐츠 영역을 하나만 선택해야 한다면 무엇이며, 그 이유는 무엇입니까? 그리고 그 개선을 위해 초기 3개월 동안 어떤 측정 가능한 목표(KPI)를 설정하고 달성할 계획입니까?

🎯 지원자가 회사의 비전(AI-first CX)을 이해하고 있으며, 당장의 업무를 넘어 전략적인 우선순위를 설정하고 실행 계획을 수립할 수 있는지 테스트한다.

질문만 읽으면 컨닝이에요. 소리 내어 답해보세요 — 어디서 틀어지는지 짚어드립니다.

공고 내용

The Company

Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade, we built the infrastructure behind conversations—chat, voice, video, messaging APIs—and became the #1 CPaaS platform for in-app communications. 4,000+ brands trust us. 7 billion messages flow through our platform every month. 300 million monthly active users.

We powered conversations for DoorDash, Match Group, Noom, Yahoo Sports, Rakuten, and thousands of others. We were good at what we did. Really good.

We also saw it early: AI would fundamentally reshape how businesses talk to customers. The infrastructure we'd spent a decade building would become commoditized. The value would move up the stack—into intelligence, into experience, into outcomes.

We had a choice: protect what we built, or reinvent ourselves.

We chose reinvention.

In December 2024, we made the full strategic pivot to AI-first customer experience. By February 2025, we'd launched our AI agent for enterprise CX—built on a decade of conversation data, now with intelligence on top. And in November 2025, we rebranded to delight.ai.

The name says it all. AI's real promise isn't efficiency or cost savings. It's giving customers back something they lost—the feeling of being truly understood and cared for. Not satisfied. Delighted

The Product

Delight.ai is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesn't. Delight.ai builds memory over time, learns preferences, and connects context across every channel without losing the thread. We're building AI that makes customers feel understood, seen, and remembered.

The Role

The Technical Writing team at Sendbird empowers developers to build successful businesses on our platform by delivering high-quality content — from documentation and user guides to tutorials, UI text, and beyond. As a Technical/UX Writer, you'll be at the center of the developer experience, transforming complex technical concepts into content that is clear, concise, and actionable.

You might be this person if

· You quickly spot friction in the user experience — whether it's a confusing UI label, unclear documentation, or a workflow that loses developers halfway through — and you can articulate exactly what's wrong and why.

· You're a critical thinker who questions the obvious and finds a better path when the conventional one doesn't work.

· You're genuinely curious about AI — not just as a trend, but as a tool you actively use to work faster and smarter. Sendbird encourages all members to tap into the most advanced tools available.

· You thrive in cross-functional work. You'll collaborate closely with product managers, engineers, and UX designers to create content that meets real customer needs.

· You take ownership. You don't wait to be told what needs fixing — you spot it, flag it, and drive it forward.

· You're not afraid to ask questions. When you need context, resources, or a second opinion, you seek them out — proactively and without hesitation.

What you'll actually do

· Create content: Develop and maintain high-quality documentation, user guides, and UI text strings for Sendbird's products, ensuring clarity and accuracy.

· Write UX copy: Craft button labels, error messages, onboarding flows, and tooltips that guide users with minimal friction.

· Improve content: Build an effective feedback loop and integrate customer insights into our content.

· Work with AI: Use AI tools actively in your writing workflow — to draft, restructure, automate, and iterate — while applying your own judgment to every output.

· Stay current: Research competitor products, B2B trends, and developer communities to keep our content competitive and relevant.

You need to have

· Experience: 0–2 years in technical writing, UX writing, content design, or a related field.

· Content writing sense: You notice when content does not deliver its message effectively — and you can explain why. This is foundational to how we work.

· AI proficiency: You've used AI tools in real writing or content work. You know how to direct them with purpose, and you treat their output as a first draft.

· Writing and communication: Fluent in English and Korean, both written and verbal.

· Collaborative tools: Familiar with Git, GitBook, Confluence, Jira, Figma, or similar tools.

· Education: Bachelor's degree or equivalent experience.

Added value

· Background in Computer Science, Technical Writing, or a related field.

· Experience with AI or SaaS product development.

· Familiarity with API, SDK, or any programming languages such as Swift, Kotlin, or JavaScript.

Our KR benefits include (but are not limited to)

· Be Your Best Self: 3.9 million won (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, to gym memberships, to books, to fitness classes, to mental health services, to massages

· Annual cash-equivalent special welfare points of 200,000 KRW for Seollal and Ch

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