Mandarin Language Customer Support Specialist

About the role

Workstream is a series B startup providing an all-in-one hiring, payroll, and HR platform for the hourly workforce. We are looking for a bilingual support professional to join our team and assist our diverse customer base. You will work remotely while maintaining a schedule aligned with US time zones.

Key facts

What you'll do

• Act as the primary contact for customers via chat (70%) and phone (30%).
• Provide support in both English and Mandarin.
• Aim for a median first response time under one minute, resolution within 24 hours, and a 95% CSAT score.
• Distinguish between user errors, product defects, and feature requests to escalate to engineering when necessary.
• Assist the Success team with client onboarding and platform configurations.
• Create and maintain internal and customer-facing knowledge base articles and video walkthroughs.
• Participate in product testing and training junior team members.

Requirements

• 1 to 3 years of experience in help desk, technical support, or customer-facing roles.
• Proven experience providing phone support.
• Fluency in both written and spoken Mandarin and English.
• Strong understanding of HR and payroll products.
• Ability to work a regular shift during US hours.
• Stable home internet connection with a minimum speed of 50 Mbps (primary and backup required).
• Experience using remote support tools and help desk software.

Skills & tools

• Help desk software
• Remote support tools
• Payroll and HR software systems

Practical notes

• Benefits include an annual bonus, performance-based bonuses, flexible PTO, and time off for major US and Philippine holidays.
• Compensation includes a $50 monthly stipend and direct bank deposit.
• The company provides a work device.
• Candidates must be prepared to submit a screenshot of internet speed test results.