Weekend Customer Support & Account Retention Specialist (Sat & Sun) - Bilingual English/Chinese

⏰ This is a WEEKENDS-ONLY role: Saturday & Sunday, 9am-7pm and/or 9am-5pm AEST We run a fast-growing online education platform that helps kids ace OC, Selective, and scholarship exams. Our parent community is sharp, busy, and a large part of it communicates best in Chinese. You'd be their go-to person every Saturday and Sunday. What the role looks like You'll handle enquiries across chat, email, phone, and voice messages, responding to parents the way a real person talks, not a script. You'll also manage existing accounts and make retention calls; checking in with parents, understanding why they might be considering leaving, and finding the right way to keep them engaged and enrolled. When someone's confused, frustrated, or just trying to figure out how we work, you're the one who makes them feel like they're in good hands. That means listening carefully, thinking on your feet, and knowing when to reassure, when to solve the problem, and when to make the case for staying. What we're looking for Fluent in Chinese and English, written and spoken. Native or near-native in Chinese. Natural in both languages, not just translating back and forth. Warm and professional, good at reading the room. Comfortable making outbound calls, including sensitive retention conversations. Comfortable sending voice recordings when the situation calls for it. Available weekends only: Saturday and Sunday, 9am-7pm AEST and/or 9am-5pm AEST (shifts slightly by season). Quick to pick things up and easy to work with in a small, close team. A minimum typing speed of 75+ WPM is REQUIRED for this role. lease only apply if you meet this. The details Part-time (weekends only), remote. Base pay + performance-based bonuses (tied to retention outcomes as well as support quality). ROOM TO GROW: as we scale, there's potential for more hours, more responsibility, and a bigger role on the team for the right person. Freelancers only. No agencies please. How to apply - Record a short audio intro, under 2 minutes: English only, or a mix of English and Chinese, your call. - Tell us who you are, why this role fits you, and what you're like to work with. Talk to us like a person. - Shortlisted candidates will have a quick 5-minute interview. It's short, but come ready, we want to see you at your best!