Mandarin Speaking Customer Support Representative

Magic

About the Client

Our client is a US-based online education company serving K 12 and test-prep students and their families worldwide. They deliver live, small-group and 1:1 classes led by expert instructors, supported by a high-touch customer service team. They are scaling weekend operations to better support their growing Mandarin-speaking parent and student community.

Why does this role exist?

As the business grows, timely, bilingual support is critical to ensure students attend the right classes, parents stay informed, and instructors have up-to-date schedules. This role exists to provide responsive, accurate customer service in both Mandarin and English across email, chat, WeChat, and occasional phone follow-ups. The goal is to improve response times, scheduling accuracy, and overall customer satisfaction for a primarily service-based, education-focused operation.

The Impact you ll make

Multichannel Customer Support

• Respond to emails and chats from students and parents in Mandarin and English
• Conduct occasional follow-up calls to confirm attendance or clarify questions
• Maintain professional, empathetic, and brand-aligned communication

Scheduling and Calendar Management

• Coordinate class schedules and add confirmed classes to shared calendars
• Verify time zones and avoid conflicts; ensure calendar accuracy and updates
• Send reminders and confirmations to reduce no-shows

Student and Parent Coordination

• Review student profiles to confirm enrollment, placement, and class details
• Follow up with parents and students to ensure they join scheduled meetings/classes
• Capture notes and context from interactions for continuity of support

Instructor and Internal Communication

• Share timely updates with instructor groups via internal channels (GChat)
• Escalate issues, schedule changes, and special requests to the appropriate teams
• Keep accurate logs and status updates to support team alignment

Quality, Organization, and Process

• Adhere to SOPs, SLAs, and data entry standards with high attention to detail
• Proactively flag common questions to improve FAQs and templates
• Identify opportunities to streamline workflows and enhance customer experience
  

Skills, Knowledge and Expertise

Required:

• Minimum 1 2 years of customer service experience (email, chat, and/or phone).
• Proven experience supporting a service-based business or education-related services.
• Strong bilingual skills: English and Mandarin (written and spoken).
• Demonstrated ability to manage calendars and schedules.
• Strong organizational skills with high attention to detail.
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Excellent written and verbal communication skills in English and Mandarin.
• Tech-savvy with strong working knowledge of Google Workspace (Gmail, GDocs, GSheets, GMeet, Calendar).
• Adaptability to quickly learn client platforms and tools
• Strong interpersonal skills empathetic, patient, and proactive.
• Detail-oriented with the ability to manage multiple tasks simultaneously.

You should apply if /

• You enjoy helping students and parents feel supported and well-informed.
• You are proactive, adaptable, and thrive in fast-paced environments.
• You believe in the importance of education and are motivated by making a difference in students academic journeys.
• You value accuracy, clear communication, and take pride in being detail-oriented.
• You re comfortable working independently while being a reliable team player.

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• 32 hours per week
• 10 AM-7 PM Pacific Time, with 1 hour unpaid break
• Thursday to Sunday, Pacific Time