Customer Support Specialist (Asia Based)

We are seeking an Asia-based Customer Support Specialist to provide high-quality technical and platform support to our growing customer base. Fluency in Mandarin (written and spoken) is a core requirement, as you will be supporting Mandarin-speaking e-commerce brands and partners across the region. You’ll manage live chat and our support inbox, troubleshoot product issues, and route inquiries internally to ensure prompt resolution. This role is perfect for someone who thrives in a fast-paced, tech-driven environment, loves problem-solving, and can effectively support customers across languages and time zones. Key Responsibilities: Live Chat Management: Deliver real-time assistance to customers via live chat in Mandarin and English, resolving issues quickly and professionally. Support Inbox Management: Monitor and respond to inquiries received through our support inbox, ensuring prompt and accurate replies. Technical Support: Offer technical assistance to customers, troubleshooting and resolving issues related to our products and services. Platform Support: Provide support for platform-related queries, guiding customers through functionality and usage. Redirecting Inquiries: Assess and redirect chat and email inquiries to the appropriate internal contacts or teams based on the nature of the request. Documentation: Record and track customer interactions and issues in our CRM system, ensuring accurate documentation and follow-up. Continuous Improvement: Identify trends or recurring issues and provide feedback to help enhance our support processes and platform. Qualifications: Fluency in Mandarin (written and spoken) is required. Ability to interview and train on US East Coast hours. Experience in customer support or a technical support role. Strong technical aptitude with the ability to troubleshoot and resolve technical issues. Excellent communication skills, both written and verbal. Ability to manage multiple tasks simultaneously and prioritize effectively. Proficiency in using live chat systems, CRM software, and other support tools. HubSpot knowledge and experience are a plus. A proactive approach to problem-solving and a commitment to customer satisfaction. High school diploma or equivalent; relevant certifications or college experience is a plus.