Customer Support Representative, Mandarin Speaking

• Serve as an empathetic first human connection for restaurant owners and guests
• Provide timely, accurate support through high-volume inbound phone calls, chats, and emails
• Manage multiple concurrent conversations and tasks while maintaining organization, prioritization, and follow-through
• Own complex or high-priority issues through structured problem-solving and resolution
• Maintain a 90%+ customer satisfaction score while preserving quality and accuracy
• Document customer interactions 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
• Work varied shifts, including 7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST, supporting a 24/7, 365-day operation

• 3–5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, internet, or software-driven environments
• 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
• Experience mentoring, training, or serving as a subject-matter expert for teammates
• Experience working in a CRM environment; Salesforce preferred
• Familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
• Strong organizational and prioritization skills; ability to manage multiple active cases and maintain accuracy under pressure
• Ability to remain calm, respectful, and solution-oriented in high-pressure situations
• Reliable home workspace with stable, high-speed internet and minimal background noise
• Open weekend availability and flexibility to work morning and evening shifts
• Bonus: hospitality, restaurant, retail, or other high-volume customer-facing experience
• Bonus: experience supporting restaurant owners, small business owners, or hospitality-focused businesses
• Bonus: familiarity with CSAT, QA, FCR, and SLA metrics
• Bonus: experience on remote or distributed teams across time zones

• Comprehensive health coverage
• Remote work
• WFH stipend
• Unlimited PTO
• Extra fun perks