Enterprise Support Specialist (Mandarin Speaking)

📋 Description

• Own complex technical user issues and coordinate with cross-functional teams to drive resolution.
• Engage with Engineering and Product to diagnose and resolve user issues.
• Scale and improve support processes using data-driven insights and metrics.
• Lead initiatives to improve CSAT, Contact Rate, and SLA compliance.
• Create and refine self-service documentation to reduce support dependency.
• Collaborate with Product and Engineering to improve the platform based on user feedback.

🎯 Requirements

• Mandarin Proficiency (written and spoken) for daily user communications in Greater China.
• 4+ years in a customer-facing product support role focusing on troubleshooting.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving and stakeholder management skills.
• Experience in project management and process optimization.