job description
Are you a music lover with a passion for helping others? ModSquad is looking for a talented, bilingual Customer Support Representative to join our global crew. In this remote, part-time role, you will be the voice of a world-leading music streaming platform, providing top-tier assistance to users across both Chinese and English-speaking markets.
As a Mod, you will work from the comfort of your own home in Cebu, utilizing your linguistic skills to resolve technical issues, handle account inquiries, and ensure our listeners have a seamless experience. We value creativity, professional autonomy, and a genuine interest in the digital entertainment landscape. If you enjoy solving problems and want to be part of a vibrant, distributed team, we want to hear from you!
Responsibility
- Provide high-quality customer support via chat, email, and ticketing systems in both Mandarin Chinese and English.
- Troubleshoot technical issues related to music streaming, account access, and subscription billing.
- Maintain a deep understanding of platform features, policies, and community guidelines to provide accurate information.
- Engage with users in a friendly, professional, and brand-aligned tone to foster loyalty.
- Escalate complex technical issues to the appropriate internal departments following established protocols.
- Document customer interactions accurately within the CRM to track trends and common pain points.
- Collaborate with international team members to share knowledge and improve support efficiency.
Qualifications
- Fluency in both Mandarin Chinese and English (written and verbal) is strictly required.
- Previous experience in a remote customer support, call center, or community management role.
- Strong technical aptitude with the ability to quickly learn new software and platforms.
- Excellent communication skills with a focus on empathy, clarity, and resolution.
- Proven ability to work independently in a remote environment with reliable high-speed internet.
- Strong problem-solving skills and the ability to multitask effectively.
- Passionate about music, digital media, and staying current with streaming trends.