Mandarin Language Customer Support Associate at Workstream

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HR Technology, SaaS, Workforce ManagementIndustries

Requirements

1 to 3 years experience as a Customer Support Specialist or similar CS role
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
Must be willing to work following the US time zone (regular shift during US hours)
Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps), with submission of speed test results screenshot
Must be willing to attend occasional in-person meetings in Metro Manila
Have a long-term vision of working and growing with a Silicon Valley based technology startup, comfortable with adapting to ever changing processes and making recommendations to improve them

Responsibilities

Be the primary point of contact for Mandarin customers via phone, email, and chat, addressing a broad range of issues and requests related to products
Promptly and accurately respond to customer needs (median first response time <1 minute, issue resolution <24 hours, CSAT score 95%)
Escalate issues to teammates and engineering as needed, using judgment on 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 issues are resolved
Actively participate in company growth initiatives (e.g., training junior reps, product testing, recommending new products)
Partner with the Success team to set up clients and make requested modifications to fully utilize the platform
Build and update customer and internal knowledge bases by writing articles and recording video walkthroughs

Skills

Mandarin

Customer Support

Phone Support

Email Support

Chat Support

Bilingual Support

Workstream

HR platform for hiring and onboarding

About Workstream

Workstream.us is a platform that helps businesses streamline their hiring and onboarding processes, particularly for hourly workers. It offers tools for applicant tracking, digital onboarding, payroll management, and employee engagement, all designed to attract and engage job candidates effectively. The platform uses artificial intelligence to automate HR tasks, allowing businesses to focus more on their employees. Workstream differentiates itself by providing a comprehensive suite of HR solutions tailored for hourly worker employment, with a subscription-based revenue model.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$114.8MTotal Funding

SERIES_BCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Medical, dental, & vision

Paid counseling sessions

Competitive market compensation

Generous stock

Flexible PTO

Paid parental leave

Professional development

Risks

Emerging HR tech startups may erode Workstream's market share.

AI-driven solutions face potential biases, leading to legal and reputational risks.

Economic downturns in the restaurant industry could impact Workstream's revenue.

Differentiation

Workstream offers a comprehensive HR platform tailored for the hourly workforce.

The platform integrates AI to automate and streamline HR tasks efficiently.

Workstream's multilingual AI chatbot enhances communication for diverse workforces.

Upsides

Growing demand for AI-driven HR solutions boosts Workstream's market potential.

Mobile-first HR solutions are increasingly popular among deskless and hourly workers.

Subscription-based model provides steady revenue and upselling opportunities.

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