(Mandarin & English) Bilingual Customer Support Specialist / Lead

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