Weekend Customer Support & Account Retention Specialist (Sat & Sun) - Bilingual English/Chinese

⏰ This is a WEEKENDS-ONLY role: Saturday & Sunday, 9am-7pm and/or 9am-5pm AEST

We run a fast-growing online education platform that helps kids ace OC, Selective, and scholarship exams. Our parent community is sharp, busy, and a large part of it communicates best in Chinese. You'd be their go-to person every Saturday and Sunday.

What the role looks like

  • You'll handle enquiries across chat, email, phone, and voice messages, responding to parents the way a real person talks, not a script.
  • You'll also manage existing accounts and make retention calls; checking in with parents, understanding why they might be considering leaving, and finding the right way to keep them engaged and enrolled.
  • When someone's confused, frustrated, or just trying to figure out how we work, you're the one who makes them feel like they're in good hands.
  • That means listening carefully, thinking on your feet, and knowing when to reassure, when to solve the problem, and when to make the case for staying.
What we're looking for
  • Fluent in Chinese and English, written and spoken. Native or near-native in Chinese.
  • Natural in both languages, not just translating back and forth.
  • Warm and professional, good at reading the room.
  • Comfortable making outbound calls, including sensitive retention conversations.
  • Comfortable sending voice recordings when the situation calls for it.
  • Available weekends only: Saturday and Sunday, 9am-7pm AEST and/or 9am-5pm AEST (shifts slightly by season).
  • Quick to pick things up and easy to work with in a small, close team.
  • A minimum typing speed of 75+ WPM is REQUIRED for this role. lease only apply if you meet this.
The details
  • Rate: 7-10 USD per hour
  • Part-time (weekends only), remote.
  • Base pay + performance-based bonuses (tied to retention outcomes as well as support quality).
  • ROOM TO GROW: as we scale, there's potential for more hours, more responsibility, and a bigger role on the team for the right person.
How to apply
  • Record a short audio intro, under 2 minutes: English only, or a mix of English and Chinese, your call.
  • Tell us who you are, why this role fits you, and what you're like to work with. Talk to us like a person.
  • Shortlisted candidates will have a quick 5-minute interview. It's short, but come ready, we want to see you at your best!
Pay: Php430.00 - Php615.00 per hour

Benefits

  • Paid training
Application Question(s):
  • Record a short introduction (~90 secs, vocaroo link or gdrive link). English only, or a mix of English and Chinese, your call. Tell us 1) who you are 2) why this role suits you 3) what you're like to work with. Talk to us like a person, not a script.
  • Do you currently have an iPad or any extra device available for work use? Part of the role involves logging into multiple WeChat accounts.
  • What is your typing speed? Please share a link to your result, either from a typing test site (e.g. typingtest.com, monkeytype.com) or a screenshot uploaded to Google Drive. If using Google Drive, please set sharing to 'Anyone with the link' before submitting
  • Would you be open to taking phone calls with parents?
Work Location: Remote
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