Mandarin Product Support and Onboarding Specialist

Job description

Position Summary: We are looking for a Mandarin Product Support and Onboarding Specialist (CSR role) to provide customer facing support to clients based in China. The role will serve as a primary point of contact throughout onboarding, go live, and ongoing product usage. The successful candidate will assist customers with inquiries and operational concerns, support product adoption and training activities, and coordinate with internal Product, Engineering, and Support teams to ensure issues are properly addressed. This position requires highly fluent Mandarin for customer communications, meetings, onboarding discussions, and training, together with strong English communication skills for internal collaboration. Job Details: Work from Home Monday to Friday, 9:00 AM to 6:00 PM (Manila Time) Following Philippine Holidays Responsibilities: Serve as the primary point of contact for China-based customers regarding product-related inquiries and operational concerns. Guide new customers through the onboarding process and provide support leading up to and during go-live. Assist customers in understanding and effectively using the company’s products and services. Conduct or support customer training, product walkthroughs, and onboarding discussions in Mandarin. Respond to customer questions and provide timely updates regarding reported concerns or issues. Gather relevant information from customers and coordinate with internal Product, Engineering, and Support teams when further investigation or escalation is required. Track customer concerns and follow through with internal teams to help ensure issues are addressed appropriately. Communicate resolutions, updates, and next steps clearly to customers. Support customer adoption by helping users become familiar with product features, processes, and expected workflows. Maintain professional and effective communication with customers throughout the support and onboarding process. Participate in internal meetings and communicate with colleagues in English through verbal and written channels. Qualifications: At least 3 years of experience in customer support, product support, or a similar customer-facing role. Highly fluent Mandarin communication skills, equivalent to a native Mainland China Chinese speaker, with the ability to confidently handle customer conversations, meetings, training sessions, and onboarding discussions. Good English communication skills for internal meetings, collaboration, and email correspondence. Strong customer service orientation with the ability to communicate professionally and clearly with customers. Comfortable assisting customers throughout onboarding, implementation, go-live, and ongoing product usage. Able to understand customer concerns, gather relevant information, and coordinate with internal teams for resolution. Strong coordination and follow-up skills when working across Product, Engineering, and Support teams. Organized, responsive, and capable of managing multiple customer inquiries and follow-up activities.