Mandarin Speaking Customer Support Representative - Freelance, Remote
Magic One
Mandarin Speaking Customer Support Representative - Freelance, Remote
Description\nAbout the Client
Our client is a US-based online education company serving K–12 and test-prep students and their families worldwide. They deliver live, small-group and 1:1 classes led by expert instructors, supported by a high-touch customer service team. They are scaling weekend operations to better support their growing Mandarin-speaking parent and student community.
Why does this role exist?
As the business grows, timely, bilingual support is critical to ensure students attend the right classes, parents stay informed, and instructors have up-to-date schedules. This role exists to provide responsive, accurate customer service in both Mandarin and English across email, chat, WeChat, and occasional phone follow-ups. The goal is to improve response times, scheduling accuracy, and overall customer satisfaction for a primarily service-based, education-focused operation.
The Impact you’ll makeMultichannel Customer Support\nRespond to emails and chats from students and parents in Mandarin and English\nConduct occasional follow-up calls to confirm attendance or clarify questions\nMaintain professional, empathetic, and brand-aligned communication\nScheduling and Calendar Management\nCoordinate class schedules and add confirmed classes to shared calendars\nVerify time zones and avoid conflicts; ensure calendar accuracy and updates\nSend reminders and confirmations to reduce no-shows\nStudent and Parent Coordination\nReview student profiles to confirm enrollment, placement, and class details\nFollow up with parents and students to ensure they join scheduled meetings/classes\nCapture notes and context from interactions for continuity of support\nInstructor and Internal Communication\nShare timely updates with instructor groups via internal channels (GChat)\nEscalate issues, schedule changes, and special requests to the appropriate teams\nKeep accurate logs and status updates to support team alignment\nQuality, Organization, and Process\nAdhere to SOPs, SLAs, and data entry standards with high attention to detail\nProactively flag common questions to improve FAQs and templates\nIdentify opportunities to streamline workflows and enhance customer experience\n
Skills, Knowledge and ExpertiseRequired:\nMinimum 1–2 years of customer service experience (email, chat, and/or phone).\nProven experience supporting a service-based business or education-related services.\nStrong bilingual skills: English and Mandarin (written and spoken).\n\nDemonstrated ability to manage calendars and schedules.\nStrong organizational skills with high attention to detail.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nExcellent written and verbal communication skills in English and Mandarin.\nTech-savvy with strong working knowledge of Google Workspace (Gmail, GDocs, GSheets, GMeet, Calendar).\nAdaptability to quickly learn client platforms and tools\nStrong interpersonal skills—empathetic, patient, and proactive.\nDetail-oriented with the ability to manage multiple tasks simultaneously.\nYou should apply if… \nYou enjoy helping students and parents feel supported and well-informed.\nYou are proactive, adaptable, and thrive in fast-paced environments.\nYou believe in the importance of education and are motivated by making a difference in students’ academic journeys.\nYou value accuracy, clear communication, and take pride in being detail-oriented.\nYou’re comfortable working independently while being a reliable team player.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\n32 hours per week\n10 AM-7 PM Pacific Time, with 1 hour unpaid break\nThursday to Sunday, Pacific Time\nCompensation:\n$7 per hour\nNo benefits package included\n
Benefits
Department: Support & Leadership
Employment Type: Part Time
Location: Global+
Reporting To: Client via Magic
Compensation: $7.00 / hour
Description\nAbout the Client
Our client is a US-based online education company serving K–12 and test-prep students and their families worldwide. They deliver live, small-group and 1:1 classes led by expert instructors, supported by a high-touch customer service team. They are scaling weekend operations to better support their growing Mandarin-speaking parent and student community.
Why does this role exist?
As the business grows, timely, bilingual support is critical to ensure students attend the right classes, parents stay informed, and instructors have up-to-date schedules. This role exists to provide responsive, accurate customer service in both Mandarin and English across email, chat, WeChat, and occasional phone follow-ups. The goal is to improve response times, scheduling accuracy, and overall customer satisfaction for a primarily service-based, education-focused operation.
The Impact you’ll makeMultichannel Customer Support\nRespond to emails and chats from students and parents in Mandarin and English\nConduct occasional follow-up calls to confirm attendance or clarify questions\nMaintain professional, empathetic, and brand-aligned communication\nScheduling and Calendar Management\nCoordinate class schedules and add confirmed classes to shared calendars\nVerify time zones and avoid conflicts; ensure calendar accuracy and updates\nSend reminders and confirmations to reduce no-shows\nStudent and Parent Coordination\nReview student profiles to confirm enrollment, placement, and class details\nFollow up with parents and students to ensure they join scheduled meetings/classes\nCapture notes and context from interactions for continuity of support\nInstructor and Internal Communication\nShare timely updates with instructor groups via internal channels (GChat)\nEscalate issues, schedule changes, and special requests to the appropriate teams\nKeep accurate logs and status updates to support team alignment\nQuality, Organization, and Process\nAdhere to SOPs, SLAs, and data entry standards with high attention to detail\nProactively flag common questions to improve FAQs and templates\nIdentify opportunities to streamline workflows and enhance customer experience\n
Skills, Knowledge and ExpertiseRequired:\nMinimum 1–2 years of customer service experience (email, chat, and/or phone).\nProven experience supporting a service-based business or education-related services.\nStrong bilingual skills: English and Mandarin (written and spoken).\n\nDemonstrated ability to manage calendars and schedules.\nStrong organizational skills with high attention to detail.\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nExcellent written and verbal communication skills in English and Mandarin.\nTech-savvy with strong working knowledge of Google Workspace (Gmail, GDocs, GSheets, GMeet, Calendar).\nAdaptability to quickly learn client platforms and tools\nStrong interpersonal skills—empathetic, patient, and proactive.\nDetail-oriented with the ability to manage multiple tasks simultaneously.\nYou should apply if… \nYou enjoy helping students and parents feel supported and well-informed.\nYou are proactive, adaptable, and thrive in fast-paced environments.\nYou believe in the importance of education and are motivated by making a difference in students’ academic journeys.\nYou value accuracy, clear communication, and take pride in being detail-oriented.\nYou’re comfortable working independently while being a reliable team player.\n\nWhat to expect...
\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\n32 hours per week\n10 AM-7 PM Pacific Time, with 1 hour unpaid break\nThursday to Sunday, Pacific Time\nCompensation:\n$7 per hour\nNo benefits package included\n
Benefits
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