CX Associate – Mandarin, English
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Job Description
Mandarin-English CX Associate supporting escalated customers and leading operations for a fast-growing U.S. telecommunications firm. Improving SOPs, dashboards, and support systems in a remote global role.
Responsibilities:
- Help lead a customer support and operations team and develop operational strategies for telecom customers
- Handle Mandarin- and English-language escalated customer support inquiries and oversee resolution
- Maintain high service standards with partners
- Enhance an internal operations dashboard to streamline workflows and improve team visibility
- Collaborate with the U.S.-based VP of Customer Support, engineers, and CX teammates
- Draft and refine SOPs for clarity, efficiency, and compliance
- Manage and optimize ZoHo, Intercom CX, and Google Sheets
Requirements:
- Proven experience in operations management, preferably in the telecom sector
- Strong familiarity with customer support operations and leading customer support teams
- English proficiency at least C2 level, with excellent written and verbal communication skills
- Mandarin proficiency at least C1 level, with strong written and verbal communication skills
- Ability to lead, problem-solve, and think analytically
- 2–6 years of leadership experience in operations and customer support, ideally with U.S. or Chinese telecom client accounts
- Bachelor Degree or higher
- Familiarity with ZoHo, Intercom CX, and Google Sheets preferred
- Team Lead experience in telecommunications or IT services preferred
- Experience resolving telecom customer port-in issues preferred
Benefits:
- Competitive compensation
- Regular payday in USD, twice per month
- Work remotely, forever / work from home
- Milestone gifts and birthday treats
- Team offsites, meetups, virtual town halls, and international paid travel
- Supportive professional network for learning, growth, and connection
- Global networking with international teams across 12 countries
- Mentorship, advocacy, and support
- Raises, promotions, and scope increases
- Technology package
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