Experienced Multilingual Customer Support Specialist – Chinese and Malay Speaking – EdTech SaaS Platform

Welcome to blithequark blithequark is a fast-growing EdTech SaaS platform that is revolutionizing the way early childhood education is managed across Singapore, Malaysia, Vietnam, and Indonesia. With a strong presence in the region and over $3M in annual recurring revenue, we are on a mission to make a positive impact on the lives of thousands of preschoolers and educators. Our platform is designed to provide a seamless and intuitive experience for our users, and we are committed to delivering exceptional customer support to ensure their success. Your Mission as a Customer Support Specialist As a Customer Support Specialist at blithequark, you will be the voice of our company for our Chinese and Malay-speaking users. Your primary responsibility will be to ensure a smooth, timely, and helpful customer experience across our platforms and services. You will be the first point of contact for our users, and your goal will be to provide responsive, empathetic, and clear support to resolve their inquiries and issues in a professional and efficient manner. Key Responsibilities Provide responsive, empathetic, and clear support to users via live chat, email, and calls, ensuring that all interactions are handled in a professional and courteous manner. Handle inquiries and issues related to our platform, working closely with internal teams to resolve them in a timely and efficient manner. Maintain accurate records of customer interactions and feedback, using this information to identify areas for improvement and optimize our support processes. Assist in creating and improving support documentation (FAQs, guides, help articles) in Chinese and Malay, ensuring that our users have access to the information they need to succeed. Support the onboarding of new users with product walkthroughs and training, ensuring that they are able to get the most out of our platform and services. Collaborate with product and technical teams to report issues and suggest improvements, helping to drive the development of our platform and services. Help ensure that service level targets are met (e.g. response time, resolution time, satisfaction ratings), continually striving to improve the quality and efficiency of our support services. Essential Qualifications 2+ years of experience in customer support, preferably in SaaS, tech, or education, with a proven track record of providing exceptional customer service. Proficiency in Chinese and Malay (spoken and written) is a must, with the ability to communicate effectively with users in both languages. Strong communication skills and a customer-first mindset, with the ability to empathize with users and provide personalized support. Familiarity with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) is a plus, with the ability to quickly learn and adapt to new systems and technologies. Comfortable working remotely and across time zones, with the ability to work independently and as part of a diverse, multicultural team. Strong organizational and problem-solving skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Preferred Qualifications Experience working in a fast-paced startup environment, with the ability to adapt to changing priorities and deadlines. Knowledge of the education sector, with a understanding of the challenges and opportunities facing educators and preschools in Asia. Experience with customer support metrics and analytics, with the ability to use data to drive decision-making and improve support services. Certification in customer support or a related field, with a commitment to ongoing learning and professional development. Skills and Competencies Excellent communication and interpersonal skills, with the ability to build strong relationships with users and internal stakeholders. Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex issues. Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously. Strong attention to detail, with the ability to maintain accurate records and ensure that all interactions are handled in a professional and courteous manner. Ability to adapt to changing priorities and deadlines, with a commitment to delivering high-quality results in a timely and efficient manner. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have the opportunity to develop your skills and expertise in a fast-paced and dynamic environment. You will be able to work with a talented team of professionals who are passionate about delivering exceptional customer service, and you will have the opportunity to contribute to the development of our platform and services. We offer a range of training and development programs, including onboarding and ongoing training, mentorship and coaching, and opportunities for career advancement and professional growth. Work Environment and Company Culture At blithequark, we are proud of our dynamic and fast-paced startup culture. We believe in fostering a positive and inclusive work environment, where all team members feel valued and supported. We offer a range of benefits and perks, including remote-friendly and flexible work arrangements, competitive salary and performance-based bonuses, and opportunities for professional growth and development. We are committed to making a positive impact on the lives of our users, and we believe in giving back to the community through our corporate social responsibility initiatives. Compensation, Perks, and Benefits We offer a competitive salary and performance-based bonuses, with a range of benefits and perks designed to support the well-being and success of our team members. These include remote-friendly and flexible work arrangements, opportunities for professional growth and development, and a range of corporate social responsibility initiatives. We believe in recognizing and rewarding the contributions of our team members, and we offer a range of recognition and reward programs to acknowledge their hard work and dedication. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will have the chance to make a positive impact on the lives of our users, while developing your skills and expertise in a fast-paced and dynamic environment. Don't miss out on this opportunity to join our talented team of professionals and contribute to the success of our company. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career in customer support.