Support Specialist - NY Mandarin 普通话 Bilingual

Customer Support Specialist

For over 22 years, we've been at the forefront of contact center services and technology helping organizations deliver seamless, human-centered customer experiences. We're a team that values empathy, accountability, and smart problem-solving, and we're looking for Customer Support Specialists who bring those qualities to every interaction.

If you're someone who genuinely enjoys helping others, thrives in a structured yet fast-paced environment, and takes pride in delivering great service - we'd love to meet you.

Compliance Note

Due to specific state and client contracts, we are unable to hire internationally or outside of New York State for this role. All applicants must provide documentation verifying identity and New York residency upon hire or offer of employment. Employees must remain within New York State while employed in this role.

Preferred Qualifications

• Fluency in Standard Mandarin (Putonghua) and English is required, with the ability to communicate clearly in both written and verbal formats
• Prior professional experience using Mandarin in a business, customer service, or support environment is preferred but not required

We are seeking candidates who can communicate effectively in Standard Mandarin, including reading, writing, and speaking, in a professional setting. This role is best suited for individuals comfortable using Mandarin in customer-facing interactions across diverse regions.

Training Period

• Duration:
  Approximately 4 weeks (mandatory)
• Schedule:
  
  Monday – Friday, 9:00 AM – 5:00 PM EST (100% attendance required)
• Training Pay: $18–$20 per hour during the initial training period, with an increase to $21–$23 per hour upon successful completion of training.

Scheduling

• Shifts may occur any day of the week, including one weekend day (Saturday).
• Full-Time:
  Up to 40 hours per week. Part-Time:
  Less than 29 hours per week.

What You'll Do

• Deliver professional, high-quality customer support via phone (and potentially chat/email/SMS)
• Resolve customer inquiries with accuracy, empathy, and efficiency
• Navigate multiple systems and tools to document interactions in real time
• Follow client protocols and maintain strict data privacy and compliance standards
• Contribute to a positive, accountable, and team-oriented remote environment

What You Bring

• Minimum 2 years of call center customer service experience
• Strong communication and active listening skills
• Ability to work independently in a fully remote setting
• High attention to detail and comfort with technology

Technical & Equipment Requirements

This is a "Bring Your Own Device" (BYOD) position. Employees are responsible for providing their own equipment. The company does not deduct from wages for equipment use; the remote stipend is provided as general reimbursement support.

You must provide the following:

• PC or Laptop:
  Must run Windows 10 or 11 (No Macs, Apple devices, Chromebooks, or tablets).
• USB Headset:
  Required for call clarity and noise cancellation.
• Webcam:
  Required for 100% on-camera training and team meetings.
• Internet:
  Reliable broadband connection (minimum 25 Mbps download / 10 Mbps upload).

How We Support You

Compensation: $21.00 – $23.00 per hour (The listed pay range reflects the company's good faith estimate of compensation at the time of posting, based on factors such as experience, skills, and qualifications.)

• Remote Stipend:
  To support your remote office expenses, we provide a monthly stipend of $50.00 for Full-Time and $25.00 for Part-Time employees. The stipend becomes effective after 90 days of employment and is paid bi-monthly. Employees who reach their 90-day anniversary mid-cycle will receive a prorated stipend for that period.
• Benefits:
  In addition to base pay, full-time employees are eligible for medical, dental, and vision insurance, 401(k), paid time off, and other company-sponsored programs.
• Part-time employees are eligible for select benefits, including paid time off, sick time, accident insurance, and other company-sponsored programs. Additional benefits include:
• Tiered PTO accrual (1 hour for every 30 hours worked per NY State law).
• Sick Time (up to 56 hours of paid sick leave).
• Unpaid Leave (Access to 32 hours of…