Customer Support Specialist – Mandarin, English

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

📋 Description

• Resolve intricate connectivity challenges across chat, email, and video to ensure every traveller remains online.

• Master the eSIM lifecycle, assisting users from activation through troubleshooting with speed and precision.

• Advocate for the user by working with internal teams to pinpoint and address ongoing pain points.

• Optimize support workflows, processing orders and refunds while upholding a high standard of accuracy.

• Achieve top-tier satisfaction metrics, emphasizing first-contact resolution and empathetic communication.

• Build long-term loyalty by establishing trust-based relationships through every interaction.

⛳️ Requirements

• Proven experience in high-volume customer service (BPO, E-commerce, or Travel tech preferred).

• Fluent in English (C1 level) and Mandarin, with the ability to provide clear, empathetic support across written and verbal channels.

• Tech-savvy, capable of navigating CRM systems and troubleshooting digital products independently.

• Proficient in remote work, showcasing self-motivation and discipline in a distributed setting.

• Flexible schedule to accommodate our global users (9-hour rotating shifts, including evenings/weekends).

• Bonus Points: Proficiency in additional languages.

• Previous experience in the travel or telecommunications sectors.

🏝️ Benefits

• Remote-first culture with flexible working hours to foster work–life balance.

• Collaborate within a dynamic, international team where your contributions are evident from day one.

• Opportunities for ongoing learning, professional development, and career advancement in a scaling global company.

• Competitive salary and benefits package aligned with experience and industry standards.