Customer Support Representative, Mandarin Speaking

New

OwnerCustomer support

Remote - Colombia, Shifts vary between 7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST.Full-TimeMiddle

Salary20,000 USD per year

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Job Details

Have 3-5+ years of customer support or customer service experience.
Be fluent in Spanish and English at C1/C2 level, with strong written and verbal communication in both languages.
Have experience succeeding in a high-volume, fast-paced support role with clear performance expectations.
Have experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
Have experience mentoring, training, or serving as a subject-matter expert for teammates.
Have experience in a CRM environment; Salesforce is preferred.
Be familiar with telephony systems such as Intercom, TalkDesk, or similar tools.
Be able to prioritize, manage multiple active cases, and maintain accuracy under pressure.
Have a reliable home workspace with stable, high-speed internet and minimal background noise.
Have open weekend availability and flexibility to work morning and evening shifts.

Deliver empathetic support across high-volume inbound calls, chats, and emails from restaurant owners and their guests.
Manage concurrent conversations and tasks while maintaining organization, prioritization, and follow-through.
Take ownership of complex or high-priority issues and drive them to resolution.
Meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy.
Document customer interactions 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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