Mandarin Language Customer Support Associate

1 to 3 years experience as a Customer Support Specialist or similar CS role. Fluent in Mandarin and English (verbal and written). Experience with Phone Support. Experience using help desk software and remote support tools. Willing to work following the US time zone. High-speed and stable primary and backup internet connection (at least 50 Mbps). Willing to attend occasional in-person meetings in Metro Manila.

Be the primary point of contact for Mandarin customers via phone, email, and chat. Respond promptly and accurately to customer needs, meeting metrics for first response time, issue resolution time, and CSAT. Escalate issues to teammates and the engineering team. Maintain a positive, empathetic, and professional attitude. Proactively check in with clients until the issue is resolved. Participate in initiatives like training junior representatives, product testing, and recommending new products. Partner with the Success team to onboard clients and implement platform modifications. Build and update customer and internal knowledge bases by writing articles and recording video walkthroughs.