Customer Support Representative (Mandarin Speaking)
New
O
OwnerRestaurant software
Remote - Costa Rica, Shifts vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST; open weekend availability and flexibility to work both morning and evening shifts are required.Full-TimeMiddle
SalaryEstimated annual salary: local equivalent of $20,000 USD ($1,666 USD/month)
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Job Details
- Languages
- Fluency in Spanish and English (C1/C2)
- Experience
- 3-5+ years of customer support or customer service experience
- Required Skills
- SalesforceSlackCRMCustomer support
Requirements
- Bring 3-5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, internet, or software-driven environments.
- Have a record of success in a high-volume, fast-paced support role with clear performance expectations.
- Be fluent in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages.
- Have experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
- Demonstrate experience mentoring or training teammates, or serving as a subject-matter expert.
- Have experience working in a CRM environment; Salesforce is preferred.
- Be familiar with telephony systems such as Intercom, TalkDesk, or similar tools.
- Be able to prioritize effectively, manage multiple active cases, and maintain accuracy under pressure.
- Have a reliable home workspace with stable, high-speed internet and minimal background noise.
- Be available for weekends and flexible to work morning and evening shifts (7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST).
Responsibilities
- Deliver empathetic, professional support across high volumes of inbound calls, chats, and emails from restaurant owners and guests.
- Manage concurrent conversations and tasks while maintaining organization, prioritization, accuracy, and follow-through.
- Take ownership of complex or high-priority issues and drive resolution using sound judgment and clear communication.
- Meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy.
- Document customer interactions clearly and thoroughly in Salesforce.
- Collaborate with teammates in Slack to provide consistent support.
- Share knowledge, feedback, and best practices with the support team.
- Identify recurring issues and surface insights to improve tools, processes, and documentation.
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