Mandarin Language Customer Support Associate

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Mandarin Language Customer Support Associate. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours.

Day In The Life

Customer Support

• You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products
• Provide bilingual customer support, with English serving as the primary language and Mandarin support provided as needed for Mandarin-speaking customers
• Support interactions are primarily conducted through chat (approximately 70%) and phone (approximately 30%), requiring strong written and verbal communication skills in both English and Mandarin
• Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are 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 the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.

Customer Success

• You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
• You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Who You Are

• 1–3 years of experience in Customer Support, Technical Support, Product Support, Help Desk, Service Desk, or a similar customer-facing support role.
• Have a long-term vision of working and growing with a Silicon Valley based technology startup
• Comfortable with adapting to ever changing processes and recommending improvements
• Tech-savvy with the ability to quickly learn new software, tools, and systems while troubleshooting customer issues effectively
• 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
• Strong knowledge of Payroll and related HR products
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection (at least 50 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila

Know More About Workstream

Additional Information

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals.