CX Associate, Mandarin / English

• Help lead a customer support and operations team
• Ensure efficient process management and develop operational strategies for telecom customers
• Handle escalated Mandarin- and English-language customer support inquiries
• Oversee issue resolution and maintain high service standards with partners
• Enhance an internal operations dashboard to streamline workflows and improve cross-team visibility
• Collaborate with the U.S.-based VP of Customer Support, engineers, and CX teammates
• Refine standard operating procedures for clarity, efficiency, and compliance
• Refine use of ZoHo, Intercom CX, and Google Sheets

• Strong familiarity with customer support and operations, preferably in the telecom sector
• English proficiency at least C1 level, with excellent written and verbal communication skills
• Mandarin proficiency at least C1 level, with excellent written and verbal communication skills
• Ability to lead, problem-solve, and think analytically
• 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
• Familiarity with ZoHo, Intercom CX, and Google Sheets is a bonus
• Team Lead experience in Telecommunications or IT Services is a bonus
• Experience resolving telecom customer port-in issues is a bonus

• Competitive compensation
• Regular payday in USD twice per month
• Company-provided laptop
• Work remotely, forever, from home wherever that is in the world
• Milestone gifts and birthday treats
• Team offsites, meetups, virtual town halls, and international paid travel
• Supportive networking community
• Global networking with international teams across 12 countries
• Mentorship, advocacy, and support
• Promotions, raises, and scope increases