CX Associate, Mandarin/English
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Job Description
Mandarin-English CX Associate supporting escalated customers and leading operations for a rapidly growing U.S. telecommunications firm. Improving support processes, SOPs, dashboards, and systems remotely from the Philippines.
Responsibilities:
- Help lead a customer support and operations team, ensuring efficient process management and developing operational strategies for telecommunications customers.
- Serve as the point of contact for escalated Mandarin- and English-language customer support inquiries.
- Oversee issue resolution and maintain high service standards with partners.
- Enhance an internal operations dashboard to streamline workflows and improve cross-team visibility.
- Collaborate with the U.S.-based VP of Customer Support, engineers, and CX teammates.
- Align operational activities with overall business objectives.
- Draft and refine SOPs for clarity, efficiency, and compliance.
- Manage and optimize operational systems including ZoHo, Intercom CX, and Google Sheets.
Requirements:
- Proven experience in operations management, preferably in the telecommunications 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
- Demonstrated 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 telecommunications client accounts
- Bachelor degree or higher
- Familiarity with ZoHo, Intercom CX, and Google Sheets
- Team Lead experience in telecommunications or IT services
- Experience resolving telecom customer port-in issues
Benefits:
- Competitive compensation
- Regular payday in USD, twice per month
- Work remotely, forever
- Milestone gifts and birthday treats
- Team offsites, meetups, virtual town halls, and international paid travel
- Supportive networking community
- Global networking with international teams across 12 countries
- Mentorship, advocacy, and support
- Raises, promotions, and scope increases
- Technology package
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