Remote Bilingual Customer Support; Vietnamese​/English - Music Streaming

Overview

We are looking for a bilingual Customer Service Representative to support a global music streaming platform, working remotely from any location that meets the technical requirements.

• Serve as the first point of contact for customers via inbound messages in Vietnamese and English.
• Troubleshoot technical issues and ensure a positive listening experience.
• Respond to customer inquiries within established service level agreements.

• Orientation Hours (Pacific Time) – 40 hours per week for an 8‑week orientation period:
  • Phase1: 4 weeks, 4AM–1PM
  • Phase2: 4 weeks, self‑scheduled between 6AM–7PM
• Production Hours (Pacific Time) – Daily, 6AM–7PM.
• Project Commitments – 25 hours per week, with 12 hours required on Saturday and/or Sunday, and 180 days of service as needed by Mod Squad.

• Fluent in Vietnamese and English with professional‑level communication skills in both languages.
• Experience providing inbound messaging support and handling 3–5 simultaneous chats.
• Ability to remain calm under pressure and quickly resolve customer issues.
• Completion of language assessments in Vietnamese and English.

• Dedicated laptop or desktop computer running Windows
  11 or macOS.
• Willingness to install Mod Squad security software and a 2FA app on a mobile device.
• Access to a webcam or a smartphone capable of capturing clear photos.
• Stable broadband internet connection with a minimum speed of 25
  
  Mbps.
• At least 8GB of RAM (more is always better).
• Dual monitors are strongly recommended for optimal workflow and multitasking.
• Chromebooks are not sufficient for Mod Squad projects.

Mod Squad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time. Work remotely. Set your own schedule.

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