CX Associate (Mandarin / English)

Anavah Talent

2d•Remote

About The Position

We’re currently conducting advance hiring for this role. Interviews are scheduled to begin in September, so we’re proactively identifying and engaging qualified candidates. About the Role A privately-held high growth telecommunications firm based in the United States, is looking to add a Mandarin-speaking Customer Support Associate who will support Mandarin-speaking customers. This is a full-time (40+ hours) remote opportunity to work for a U.S. business that’s experiencing rapid growth. The company is willing to pay a premium, offer a technology package, and offer incredible growth opportunities for those who speak Mandarin and want to join a tight-knit team. Hours: Full-time Time-Zone: Substantial overlap with U.S. CDT (UTC-5) Morning 5AM to 1PM China Time (UTC+08:00) Compensation: $11/hr. About You Do you speak both English and Mandarin? Are you a scrappy customer support wizard? We are seeking a remote Customer Support Associate who embodies a startup mentality and can help us scale operations efficiently. This role is ideal for someone with an operations and customer support background who can speak both English and Mandarin, and has familiarity with the telecom industry. The ideal candidate is humble enough to solve a problem by themselves, but also respected enough to teach others how to solve a problem. The ideal candidate will have a robust command of the English language AND Mandarin Chinese language, be adept in customer support, and possess an understanding of (or desire to learn) the TeleCom and IT services business.

Requirements

Strong familiarity with customer support and operations, preferably in the telecom sector.
Proficiency in English (at least C1 level), with excellent written and verbal communication skills.
Proficiency in Mandarin (at least C1 level), with excellent written and verbal communication skills.
Demonstrated ability to lead, problem-solve, and think analytically.
A solid track record of 2-6 years in a leadership position for operations and customer support (ideally with U.S. or Chinese TeleCom client accounts)
Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)

Nice To Haves

Familiarity with systems like ZoHo, Intercom CX, and Google Sheets.
Team Lead experience in the Telecommunications or IT Services space (TeleTech, AT&T, Boost Mobile, etc.)
You’ve resolved port-in issues with telecom customers before.

Responsibilities

Help lead a customer support and operations team, ensuring efficient process management and development of operational strategies to service TeleCom customers.
Join a concierge customer support and operations team, ensuring efficient process management and development of operational strategies to service TeleCom customers.
Act as the point of contact for both Mandarin and English-language escalated customer support inquiries, overseeing resolution and maintaining high service standards with our partners.
Enhance an internal operations dashboard to streamline workflows and improve visibility across teams.
Collaborate closely with the U.S.-based VP of Customer Support, engineers and other CX teammates to align operational activities with overall business objectives.
Help refine SOPs, ensuring clarity, efficiency, and compliance across all operational procedures.
Help refine use of operational systems such as ZoHo, Intercom CX, and Google Sheets.