About The Role
Do you like helping others? PartnerHero is looking for talented folks who speak fluent Mandarin and English to join our Customer Support teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness and more. As a PartnerHero employee, you’ll have the support you need to develop and grow your career.
The reason you join won’t be the reason you stay.
You’ll Be...
Maintain expert knowledge of the partner's software platform, customer use cases, and internal processes
Provide support and maintain customer satisfaction at all stages of the customer journey
Respond to and track customer calls, chats, and emails regarding the use of software, technical issues, and billing questions
Provide users with guidance, solutions, best practices, and recommendations
Proactively address customer concerns before they happen
Maintain accuracy of customer help resources as the product evolves
Identify, test, and report software “bugs” to Product team
Communicate customer software enhancement requests to Product team
Covering PST business hours for a USA-based partner
What you bring to the table
-Fluent Mandarin, advanced English language skills and customer service sensibilities
-Outstanding troubleshooting skills
-General knowledge of software development life cycle and tools
-Ability to work well under pressure
-Basic understanding of at least one programming language (preferred, not required)
-Experience using and a comprehensive understanding of one or more of the following Help -Desk platforms such as Service Cloud, Help Scout, TeamSupport, Zoho Desk, as well as one or more Live Chat Tools like Olark, Intercom or Drift.
1 year of advanced customer support experience
-Highly reliable and wonderful to work with
-Must own a valid work permit in the country you're located in
What We Provide
Full-time with the potential for overtime if requested by the Partner (under a 4-month contract)
Competitive compensation based on experience
Paid sabbatical leave
Access to free posture-based fitness workouts from home
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.
