Customer Support Specialist II (Remote within Taiwan, Night Shift)

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Requirements:

• Native Mandarin speaker with exceptional English written and verbal communication skills.
• Resistance to stress and ability to work with high severity cases.
• Experience in a detail-oriented environment with high diligence.
• Open to email and phone support.
• Strong attention to detail for identifying and resolving customer issues.
• Stable internet connection at home.
• Sufficient space at home for making sensitive and confidential calls.
• Legally authorized to work in Taiwan without visa sponsorship.

Responsibilities:

• Provide thorough phone/email support to customers and driver partners to build trust.
• Accurately document case details and provide recommendations.
• Identify medium and long-term reputation risks.
• Provide insights to the Leadership Team for continuous improvement.
• Work on critical safety incidents reported by riders and driver partners.
• Document all incidents on JIRA.
• Collaborate with partners to find solutions for incidents.