Bilingual Customer Support Specialist / Lead (Mandarin & English)
Positions Available: 2–3
Location: Remote (Canada)
Support Level: Tier 1 (with potential translation support and Lead duties)
Hours of Operation: TBA (flexibility required)
Position Overview
We are seeking highly skilled, bilingual professionals fluent in Mandarin and English to join our customer support team for an upcoming project launching in late August 2026. These roles require exceptional communication skills, strong customer‑service instincts, and the ability to support callers with patience, clarity, and professionalism.
Candidates must be comfortable in a call‑centre environment, able to de‑escalate challenging interactions, and consistently deliver a supportive, solutions‑focused experience.
Key Responsibilities
Provide Tier 1 customer support in Mandarin and English across phone, email, and chat
Deliver clear, empathetic, and accurate assistance to customers
De‑escalate difficult calls using strong interpersonal and problem‑solving skills
Support client‑facing communications and translation tasks
Document interactions and follow established workflows and SOPs
Collaborate with leads and team members to maintain service quality
Adapt to evolving processes as the project moves through launch and stabilization
Uphold professionalism, confidentiality, and customer‑first values at all times
What You Bring
Fluency in Mandarin and English (spoken and written)
Minimum 1 year of customer service or call‑centre experience
Experience in Tier 1 support (required)
Strong de‑escalation, empathy, and communication skills
Ability to remain calm, patient, and solution‑oriented under pressure
Comfortable working in a structured, fast‑paced call‑centre environment
Reliable, organized, and self‑directed in a remote setting
Flexibility to work within hours of operation once finalized
Clear criminal background check
Additional Assets
Experience in client‑facing communication
Previous translation or interpretation experience
Familiarity with CRM or ticketing systems
Leadership experience for candidates interested in the Lead track
Technical Requirements
Computer
Windows 11 PC
Celeron, Pentium, or better processor
4 GHz or higher
Minimum 2‑core CPU with 4 logical processors
8 GB RAM or higher
10 GB free space on C: Drive
SSD required for lower‑speed processors
Monitor: minimum 17.5", 1920×1080 resolution
USB headset
Smartphone for two‑factor authentication
Antivirus software with regular scans
Webcam for interviews, training, and meetings
VPN use is not permitted
Internet
Wired high‑speed connection (Ethernet required)
Minimum 50 Mbps download / 5 Mbps upload
Fiber or cable connection preferred
These requirements ensure secure access, system compatibility, and high call quality.
Project Details
Start Date: August 2026 (exact date to be confirmed)
Launch Window: Late August
Hours: To be announced; flexibility required