Own complex technical user issues and coordinate with cross-functional teams to drive resolution.
Engage with Engineering and Product to diagnose and resolve user issues.
Scale and improve support processes using data-driven insights and metrics.
Lead initiatives to improve CSAT, Contact Rate, and SLA compliance.
Create and refine self-service documentation to reduce support dependency.
Collaborate with Product and Engineering to improve the platform based on user feedback.

🎯 Requirements

Mandarin Proficiency (written and spoken) for daily user communications in Greater China.
4+ years in a customer-facing product support role focusing on troubleshooting.
Proficiency in SQL for data analysis and querying.
Experience working with APIs.
Strong problem-solving and stakeholder management skills.
Experience in project management and process optimization.

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