Support Specialist - NY Mandarin Bilingual

Customer Support Specialist

For over 22 years, we've been at the forefront of contact center services and technology helping organizations deliver seamless, human-centered customer experiences. We're a team that values empathy, accountability, and smart problem-solving, and we're looking for Customer Support Specialists who bring those qualities to every interaction.

If you're someone who genuinely enjoys helping others, thrives in a structured yet fast-paced environment, and takes pride in delivering great service - we'd love to meet you.

Compliance Note

Due to specific state and client contracts, we are unable to hire internationally or outside of New York State for this role. All applicants must provide documentation verifying identity and New York residency upon hire or offer of employment. Employees must remain within New York State while employed in this role.

Preferred Qualifications

• Fluency in Standard Mandarin (Putonghua) and English is required, with the ability to communicate clearly in both written and verbal formats
• Prior professional experience using Mandarin in a business, customer service, or support environment is preferred but not required

Training Period

• Duration: Approximately 4 weeks (mandatory)
• Schedule: Monday – Friday, 9:00 AM – 5:00 PM EST (100% attendance required)
• Training Pay: $18–$20 per hour during the initial training period, with an increase to $21–$23 per hour upon successful completion of training.

Scheduling

• Shifts may occur any day of the week, including one weekend day (Saturday).
• Full-Time: Up to 40 hours per week. Part-Time: Less than 29 hours per week.

What You'll Do

• Deliver professional, high-quality customer support via phone (and potentially chat/email/SMS)
• Resolve customer inquiries with accuracy, empathy, and efficiency
• Navigate multiple systems and tools to document interactions in real time
• Follow client protocols and maintain strict data privacy and compliance standards
• Contribute to a positive, accountable, and team-oriented remote environment

What You Bring

• Minimum 2 years of call center customer service experience
• Strong communication and active listening skills
• Ability to work independently in a fully remote setting
• High attention to detail and comfort with technology

Technical & Equipment Requirements

This is a "Bring Your Own Device" (BYOD) position. Employees are responsible for providing their own equipment. The company does not deduct from wages for equipment use; the remote stipend is provided as general reimbursement support.

You must provide the following:

• PC or Laptop: Must run Windows 10 or 11 (No Macs, Apple devices, Chromebooks, or tablets).
• USB Headset: Required for call clarity and noise cancellation.
• Webcam: Required for 100% on-camera training and team meetings.
• Internet: Reliable broadband connection (minimum 25 Mbps download / 10 Mbps upload).

How We Support You

Compensation: $21.00 – $23.00 per hour (The listed pay range reflects the company's good faith estimate of compensation at the time of posting, based on factors such as experience, skills, and qualifications.)

• Remote Stipend: To support your remote office expenses, we provide a monthly stipend of $50.00 for Full-Time and $25.00 for Part-Time employees. The stipend becomes effective after 90 days of employment and is paid bi-monthly. Employees who reach their 90-day anniversary mid-cycle will receive a prorated stipend for that period.
• Benefits: In addition to base pay, full-time employees are eligible for medical, dental, and vision insurance, 401(k), paid time off, and other company-sponsored programs. Part-time employees are eligible for select benefits, including paid time off, sick time, accident insurance, and other company-sponsored programs. Additional benefits include:
• Tiered PTO accrual (1 hour for every 30 hours worked per NY State law).
• Sick Time (up to 56 hours of paid sick leave).
• Unpaid Leave (Access to 32 hours of immediate unpaid protected leave upon hire).
• Employee Assistance Program (EAP) for mental health and counseling.

Why Join Us

• Fully remote flexibility—work from home within New York State
• Join a stable, growing company with over two decades of success
• Supportive leadership and a culture that values your contributions
• Meaningful work helping people navigate essential services

Work Authorization

• Must be legally authorized to work in the United States and able to provide documentation verifying identity and employment eligibility upon hire
• We are not able to sponsor employment visas for this position at this time

Screening & Compliance Requirements

• Employment is contingent upon completion of required background and exclusion screenings, conducted in accordance with applicable federal, New York State, and New York City laws, including individualized assessment where required.

At-Will Employment Statement Employment with the company is at-will and may be terminated by either the employee or the company at any time, with or without cause or notice, subject to applicable law. Nothing in this job posting, the hiring process, or any other communication shall be construed as creating a contract of employment, express or implied. No representative of the company has the authority to enter into any agreement contrary to the foregoing, except in a written agreement signed by an authorized company representative.

Equal Opportunity Employer

We are an Equal Opportunity Employer and are committed to an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, familial status, domestic violence victim status, military or veteran status, citizenship/immigration status (to the extent protected by law), or any other protected status under federal, New York State, or local law.