Customer Support Representative – Mandarin Speaking

• Serve as a first human connection for restaurant owners and guests using Owner’s AI-native local-business platform
• Deliver timely, accurate, empathetic support through high-volume inbound phone calls, chats, and emails
• Manage multiple concurrent conversations and tasks while maintaining organization, prioritization, follow-through, and accuracy
• Take ownership of complex or high-priority issues and drive end-to-end resolution
• 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, high-quality support
• Share knowledge, feedback, and best practices with the support team
• Identify recurring issues and surface insights to improve tools, processes, and documentation

• 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
• Proven success in a high-volume, fast-paced support role with clear performance expectations
• Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
• Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
• Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
• Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
• Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
• A reliable home workspace with stable, high-speed internet and minimal background noise
• Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments is a bonus
• Experience supporting restaurant owners, small business owners, or hospitality-focused businesses is a bonus
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs is a bonus
• Experience working on a remote or distributed team and collaborating across time zones is a bonus

• Comprehensive health coverage
• Remote work flexibility
• Work-from-home stipend
• Unlimited paid time off (PTO)
• Extra perks and fun benefits
• Paid training period (4-6 weeks)
• Company-provided laptop