Bilingual Customer Support, Chinese/English – Music Streaming

Job not on LinkedIn

🕒 June 24

🌐 Malaysia, Vietnam, +2 more countries – Remote

🇲🇾 Malaysia – Remote 🇻🇳 Vietnam – Remote 🇮🇳 India – Remote 🇵🇭 Philippines – Remote

⏱ Part Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ModSquad

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2007

🤖 Artificial Intelligence

Customer Support Outsourcing • Content Moderation • Artificial Intelligence

ModSquad is a company specializing in intelligent customer support and outsourcing solutions. They provide a wide range of services including multi-language customer support, technical support, and CRM tool integration. ModSquad excels in data security, safety, and compliance, offering advanced solutions such as their patent-pending Cubeless secure workplace platform. Alongside their human expertise, they incorporate artificial intelligence and automation to optimize services and exceed customer satisfaction goals. ModSquad is particularly focused on areas like content moderation, trust and safety, community management, and maintaining high customer satisfaction rates. Their areas of specialization include gaming, e-commerce, retail, technology, and crypto. They blend human expertise with cutting-edge technology to offer tailored solutions that enhance customer experiences and operational effectiveness.

📋 Description

• Provide customer support as the first point of contact for a music streaming platform • Assist with account questions, billing inquiries, technical troubleshooting, and platform-related issues • Support customers through inbound messaging in Chinese and English • Manage 5-6 simultaneous customer conversations • Research knowledge base articles and apply detailed workflows to resolve issues • Switch between multiple systems while maintaining accuracy • Balance speed, quality, and attention to detail in a fast-paced environment • Adapt to evolving policies and procedures • Complete an 8-week orientation requiring 40 hours per week • Work Phase 1 orientation for four weeks from 4:00 AM to 1:00 PM Pacific Time • Self-schedule Phase 2 orientation for four weeks between 9:00 AM and 10:00 PM Pacific Time • Self-schedule production hours between 9:00 AM and 10:00 PM Pacific Time • Self-schedule at least 25 hours per week, including 12 hours on Saturday and/or Sunday

🎯 Requirements

• Fluent in both Chinese and English • Previous experience providing customer support through high-volume inbound messaging • Experience managing at least 5-6 simultaneous chat conversations; experience managing 5+ chats is a strong plus • Ability to learn new systems and workflows quickly • Ability to solve complex customer issues while following detailed procedures • Exceptional attention to detail while multitasking • Ability to stay calm and organized in fast-paced environments • Windows 11 or macOS Sequoia/Tahoe laptop or desktop • Willingness to install ModSquad security software and a two-factor authentication app on a mobile device • Webcam or smartphone capable of capturing clear photos • Stable broadband internet connection with minimum 40 Mbps • At least 8 GB RAM; 16 GB recommended • Dual monitors strongly recommended • Chromebook is not sufficient • Must complete Chinese and English language assessments during the interview process

🏖️ Benefits

• Fully remote work • Self-scheduled production hours • Ability to pick projects • Work with leading global brands • Professional and project-based work environment