Customer Success Specialist (Business-level Mandarin)
Role Summary
As a Customer Success specialist, you’ll be our front-line in on-boarding and supporting our enterprise customers. You’ll play a critical role in ensuring customer success by collaborating with and supporting cross-functional teams across the organization.
You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies. We see this position as an entry point to our Sensor Tower team and are looking for individuals that strive to see career progression within our organization.
Given that you'll be working closely with our Enterprise clients and Country Manager in China, you will have familiarity with various communication channels and flexibility with work hours.
Responsibilities
- Ensure customer success by providing amazing customer service and resolving inquiries for customers via phone, email, and chat
- Create bug reports and manage their resolution with product and engineering teams (Experience with Help Scout is a plus)
- Assist in the on-boarding of new customers
- Be a team player and play a critical role in a team-based account management structure
- Provide hands-on training for new and existing customers
- Create and maintain helpful documentation for use by our customers and for future China region team growth
Required Experience
- 1-3 years relevant work experience in a technical, customer-facing support or helpdesk role (SaaS support experience is a plus)
- Native-level Mandarin language skills (and/or experience using Mandarin in client-facing work)
- Strong technical understanding and capability
- Detail-oriented; exceptional ability to document and follow processes
- Excellent written, oral communication, and interpersonal skills
- Passion for exceeding customer expectations and providing excellent customer experience