Job description
Join ModSquad as a Remote Bilingual Customer Support Specialist for a leading music streaming service. This part-time, work-from-home role is based in Metro Manila, Philippines. If you are fluent in Chinese and English and passionate about helping listeners get the most from their music experience, we'd love to connect. As a frontline ambassador for our streaming platform, you will assist users with inquiries, troubleshoot playback and account issues, and guide them through features and settings. You will collaborate with a global team to ensure consistent service delivery while maintaining a friendly, professional tone and protecting user privacy. This role offers flexible scheduling, comprehensive training, and a supportive environment that values curiosity, accountability, and growth. The ideal candidate enjoys solving problems, has strong communication skills, and is excited to work in a dynamic, music-loving community.
Responsibility
- Provide bilingual customer support in Chinese and English for music streaming users via chat and email
- Troubleshoot playback issues, subscription questions, billing inquiries, and account management tasks
- Log interactions in the CRM with clear, accurate notes and follow up as needed
- Escalate complex or sensitive issues to appropriate teams with documentation
- Maintain high customer satisfaction and meet service level targets
- Collaborate with product and content teams to relay user feedback and feature requests
- Adhere to data privacy, security policies, and company guidelines while assisting users
Qualification
- Fluent in Chinese and English, both written and spoken
- 1 or more years of customer support or call center experience, ideally in tech or streaming
- Strong written and verbal communication, empathy, and problem-solving skills
- Comfort with remote work and using web-based tools, chat, email, and knowledge bases
- Experience with CRM or help desk software and ticketing systems
- Ability to multitask, manage time effectively, and stay composed under pressure
- Reliable internet connection, quiet workspace, and appropriate equipment