晚班客服專員, Customer Care Specialist

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Assist students and teachers in resolving various platform usage issues through email, online customer service, and other channels.

• Proactively organize user feedback to identify recurring pain points.

• Communicate and coordinate with cross-functional teams, including product, engineering, and operations, to address the root causes of issues.

• Continuously optimize the FAQ and SOP.

• Independently manage basic customer service cases.

• Edit the content of frequently asked questions.

• Gather user needs and pain points, providing specific suggestions for product or process improvements.

• Explore hypotheses, define problems, and propose optimization solutions.

⛳️ Requirements

• Fluent typing speed in Chinese, capable of clearly expressing complex concepts.

• Patient and empathetic, with stable emotional management.

• Clear logic, able to organize structure from scattered information.

• Availability for night shifts, including weekends and holiday rotations.

• A stable internet connection and a quiet remote workspace are required.

• Must be able to commit to over 20 hours per week.

• Experience in customer service, retail sales, or related fields is a strong plus.

• Familiarity with collaboration tools such as Slack and Asana is a strong plus.

🏝️ Benefits

• Fully remote and flexible work: no commuting required, just a stable internet connection to work.

• Sick leave and personal leave policies that exceed labor laws.

• Two days off per week, with national holidays taken without makeup shifts.

• Access to an internal library and online learning resources.

• Regular team activities and knowledge-sharing sessions.

• Additional compensation for night shifts.

• Experience in a fast-paced startup recognized as one of Forbes Asia’s Top 100 Innovative Companies.

• Growth-oriented culture that values "learning from failure" without penalizing attempts.