CX Associate, Mandarin / English

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

📋 Description

• Lead a customer support and operations team.

• Ensure effective process management and create operational strategies tailored for telecom customers.

• Address escalated customer support inquiries in both Mandarin and English.

• Supervise issue resolution and uphold high service standards with partners.

• Improve an internal operations dashboard to enhance workflows and increase visibility across teams.

• Collaborate with the U.S.-based VP of Customer Support, engineers, and CX team members.

• Streamline standard operating procedures for clarity, efficiency, and compliance.

• Optimize the use of ZoHo, Intercom CX, and Google Sheets.

⛳️ Requirements

• Strong knowledge of customer support and operations, preferably within the telecom industry.

• Proficiency in English at a minimum C1 level, demonstrating excellent written and verbal communication skills.

• Proficiency in Mandarin at a minimum C1 level, showcasing excellent written and verbal communication skills.

• Ability to lead, solve problems, and think critically.

• 2–6 years of experience in a leadership role within operations and customer support, ideally with U.S. or Chinese telecom client accounts.

• Bachelor’s Degree or higher.

• Experience with ZoHo, Intercom CX, and Google Sheets is a plus.

• Previous Team Lead experience in Telecommunications or IT Services is advantageous.

• Experience in resolving telecom customer port-in issues is a plus.

🏝️ Benefits

• Competitive compensation package.

• Regular payday in USD, occurring twice a month.

• Company-issued laptop.

• Opportunity to work remotely, indefinitely, from anywhere in the world.

• Milestone gifts and birthday celebrations.

• Team offsites, meetups, virtual town halls, and international paid travel opportunities.

• A supportive networking community.

• Global networking with international teams across 12 countries.

• Access to mentorship, advocacy, and support.

• Opportunities for promotions, raises, and expanded responsibilities.