Remote Mandarin-Speaking Customer Support Specialist

About the Role Order Online, Inc. is looking for a Mandarin-speaking Customer Support Specialist to support Chinese restaurant clients using our online ordering system. This role is best suited for someone who is calm on the phone, comfortable communicating with restaurant owners, able to follow detailed procedures, and willing to learn operational workflows over time. This is not a simple repetitive call-answering role. Our support team handles a wide range of restaurant-related issues, including order questions, payment and payout inquiries, menu updates, printer and OM system support, delivery coordination, customer complaints, and internal follow-up. We provide paid training, but successful candidates should be proactive in reviewing feedback, taking notes, and improving quickly through real case experience. Key Responsibilities - Respond to restaurant inquiries via phone, WeChat, email, and support chat - Assist restaurants with online ordering issues, order status, payment/payout questions, menu updates, printer/OM usage, and basic troubleshooting - Make outbound confirmation or follow-up calls when needed - Communicate clearly and professionally with Mandarin-speaking restaurant owners - Follow internal CS procedures and document case updates accurately - Review feedback from senior team members and improve quickly - Escalate complex or sensitive cases to the appropriate team members - Support data entry, simple translation, and administrative tasks - Assist with repeated customer questions using approved templates and internal resources - Support cross-department communication when restaurant issues require follow-up Requirements - Fluent Mandarin speaking ability is required - English reading and writing ability is required - Prior customer support experience is preferred - Comfortable making and receiving phone calls - Strong computer literacy and ability to learn new systems quickly - Able to multitask across phone, chat, email, WeChat, and internal communication tools - Detail-oriented and willing to follow structured procedures - Strong learning attitude and willingness to accept feedback - Reliable availability during assigned shifts - Stable internet connection and quiet home workspace - Comfortable working remotely and independently - Willingness to complete paid training and ongoing learning exercises Preferred Qualifications - Experience in customer support, call center, restaurant tech, POS, online ordering, food delivery, SaaS, or B2B support - Experience supporting Chinese-speaking business owners - Familiarity with WeChat-based customer support - Experience handling payment, billing, payout, delivery, or technical support questions - Cantonese, Vietnamese, Korean, or Japanese language ability is a plus - Experience with CRM, helpdesk, ticketing systems, or knowledge-base tools is a plus - Experience with coupons, loyalty programs, marketing support, or basic design/poster support is a plus AI / Process Support Experience - AI experience is not required, but it is a plus. - We are gradually improving our internal documentation, FAQs, templates, and workflow visibility. - Candidates who are comfortable using tools such as ChatGPT, Claude, Gemini, or similar tools for drafting, summarizing, organizing information, or improving SOPs may be considered favorably. Possible examples include: - Summarizing customer cases clearly - Turning repeated questions into FAQ entries - Helping organize internal notes or SOPs - Drafting customer replies for human review - Identifying repeated tasks that could be simplified or templated - Human judgment and customer communication remain essential in this role. Training Expectations - We provide paid training. Because the role involves many real-life restaurant scenarios, new team members should expect hands-on case review, regular feedback, and ongoing coaching during the initial training period. - Successful candidates are expected to: - Take notes during training - Review corrections and feedback - Learn from repeated case exposure - Improve week by week - Ask questions when unsure - Follow procedures carefully Application Note - Please do not apply if you are not fluent in Mandarin. To apply, please include: - Your customer support experience - Your Mandarin phone support experience, if any - Your availability during US Central Time - Your remote work experience - Any experience with restaurant tech, POS, online ordering, delivery platforms, or billing/payment support - Any experience using AI tools, SOPs, templates, or documentation tools, if applicable