Mandarin Language Customer Support Specialist

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Mandarin Language Customer Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours.

Day In The Life

Customer Support

• You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products
• Provide bilingual customer support, with English serving as the primary language and Mandarin support provided as needed for Mandarin-speaking customers
• Support interactions are primarily conducted through chat (approximately 70%) and phone (approximately 30%), requiring strong written and verbal communication skills in both English and Mandarin
• Promptly and accurately respond to customer needs as measured by:  a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Proactively check in with clients until the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.

Customer Success

• You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
• You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Who You Are

• 1–3 years of experience in Customer Support, Technical Support, Product Support, Help Desk, Service Desk, or a similar customer-facing support role.
• Have a long-term vision of working and growing with a Silicon Valley based technology startup
• Comfortable with adapting to ever changing processes and recommending improvements
• Tech-savvy with the ability to quickly learn new software, tools, and systems while troubleshooting customer issues effectively 
• Must be fluent in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers
• Must have Phone Support experience
• Must have experience using help desk software and remote support tools
• Strong knowledge of Payroll and related HR products
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Mandarin Language Customer Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours.

Day In The Life

Customer Support

• You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products
• Provide bilingual customer support, with English serving as the primary language and Mandarin support provided as needed for Mandarin-speaking customers
• Support interactions are primarily conducted through chat (approximately 70%) and phone (approximately 30%), requiring strong written and verbal communication skills in both English and Mandarin
• Promptly and accurately respond to customer needs as measured by:  a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Proactively check in with clients until the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.

Customer Success

• You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
• You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Who You Are

• 1–3 years of experience in Customer Support, Technical Support, Product Support, Help Desk, Service Desk, or a similar customer-facing support role.
• Have a long-term vision of working and growing with a Silicon Valley based technology startup
• Comfortable with adapting to ever changing processes and recommending improvements
• Tech-savvy with the ability to quickly learn new software, tools, and systems while troubleshooting customer issues effectively 
• Must be fluent in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers
• Must have Phone Support experience
• Must have experience using help desk software and remote support tools
• Strong knowledge of Payroll and related HR products
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila