Senior Customer Support Specialist | Mandarin Speaker

Who we are is what we do. Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 150+ countries—helping businesses scale smarter, faster, and more compliantly. Among the largest globally distributed companies in the world, our team of 7,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers. Why should you be part of our success story? As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies – breaking down borders that have traditionally limited both hiring and career opportunities. We're not just building software; we're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries—ensuring people get paid and protected, no matter where they are. Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator's top companies list – all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, Apple and Google. Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges that impact millions of people's working lives. With our momentum—backed by a $17.3 billion valuation and $1 B in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work. Summary The Customer Support Agent is the frontline of our customer service operations in the Greater China region, providing direct, responsive, and solution-focused assistance to our customer base through multiple channels including WeChat, Gmail, and Slack. This role goes beyond answering queries; it requires proactive problem-solving and independent troubleshooting to resolve customer concerns in a timely and professional manner while maintaining Deel's high standards of service excellence. This position is suited for experienced customer-facing professionals who can work independently, take ownership of customer issues, and drive solutions. You will manage customer interactions across multiple communication channels, with WeChat being the primary focus. Strong bilingual capabilities in both Mandarin and English are essential. Responsibilities Provide responsive customer support primarily through WeChat, with secondary support via Gmail and Slack, responding to customer inquiries and concerns within agreed response times Take ownership of customer issues and drive solutions independently, going beyond answering queries to resolve underlying problems Troubleshoot technical and operational issues independently, conducting thorough research and implementing effective solutions in a self-directed manner Guide customers through platform features and payroll processes, providing clear explanations to ensure user adoption and satisfaction Maintain high performance metrics including customer satisfaction (CSAT), quality assurance (QA) scores, and response productivity Document customer interactions and maintain organized records for continuity and process improvement Identify patterns in customer issues and escalate systemic problems appropriately while providing initial investigation and context Qualifications Located in the Greater China region (mainland China, Taiwan, or Hong Kong) Fluent in both Mandarin Chinese and English (written and verbal) required 1-3 years of experience in customer-facing roles with demonstrated ability to handle complex customer interactions Prior experience with payroll, HR systems, or financial processes is highly favorable Proven experience using WeChat for business communication; familiarity with WeChat group management is valued Comfortable with multiple communication platforms including Gmail and Slack Strong independent problem-solving skills with the ability to research, investigate, and implement solutions autonomously Excellent empathy and communication skills with the ability to provide patient, courteous support focused on outcomes and solutions Comfortable working in a fully remote environment; self-motivated and capable of managing your own time and priorities effectively Outcome-oriented mindset with a focus on resolving root causes of customer problems, not just answering individual queries Experience with SaaS companies or B2B platforms is preferred Fluent in Mandarin and English is a requirement Total Rewards Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. Our salary range reflects gross base salary. For commercial roles with commission eligibility, this figure represents On-Target Earnings (OTE), inclusive of base salary and target commission. Salary ranges are quoted in USD as a consistent global reference. Your offer will be localized to your country's currency using a market-aligned conversion. Final pay is based on objective, job-related criteria including experience, skills, and location. We don't ask about salary history. Offers are based on the role and what you bring to it. Some things you'll enjoy Stock grant opportunities dependent on your role, employment status and location Additional perks and benefits based on your employment status and country The flexibility of remote work, including optional WeWork access At Deel, we're an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics. Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @ deel.com and other acquired company emails like @ payspace.com and @ paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page. Deel welcomes persons with disabilities to apply to any of our open roles. We will provide application and/or interview accommodations on request throughout the recruitment, selection and assessment process for applicants with disabilities or other needs. If you require application and/or interview accommodations, please inform our Talent Acquisition Team via email ( recruiting@deel.com ) and a team member will be in touch to ensure your equal participation. As part of our hiring process, we primarily rely on interviews and role-related assessments. In limited cases, we may also consider informal background information relevant to the role, in line with our privacy and fairness obligations. This application process may utilise Automated Employment Decision Tools (AEDT) and AI systems to assist in evaluating candidates based on experience level, technical skills and qualifications. This processing is conducted in compliance with applicable Data Protection, AI Governance and Labour Laws. We ensure human oversight is maintained in all final hiring decisions. Your personal data is not used to train AI models. For more information on how we process your personal data, please see our Recruitment Privacy Policy. For NYC Residents: In accordance with NYC Local Law 144, an independent bias audit has been conducted on AEDT