Bilingual Customer Support Specialist - Freelance, Remote
Department: Support & Leadership
Location: Global+
Compensation: $7.00 / hourDescription About the Client Our client is a fast-growing education services company based in California, dedicated to providing personalized academic support to K–12 students. They specialize in college counseling, test preparation, and enrichment programs that help students achieve admission into top universities worldwide. With a strong record of success and a commitment to student excellence, they offer both online and in-person services to families across diverse backgrounds.
Why does this role exist? This role exists to ensure seamless communication and support for students and parents while maintaining smooth operations behind the scenes. The client needs a proactive professional who can manage daily communications, coordinate class schedules, and provide timely updates to both families and instructors.
By hiring for this position, the client’s goal is to deliver a high-quality customer experience that reduces stress for families and allows instructors to focus on teaching.
The Impact you’ll make Customer Support & Communication
- Respond promptly to emails and live chats from students and parents.
- Conduct light follow-up calls when necessary to confirm attendance or resolve concerns.
- Use WeChat for external communications and GChat for internal team updates.
- Coordinate class schedules and ensure accurate updates to the shared calendar.
- Add new classes and sessions to the calendar.
- Remind and follow up with students and parents about scheduled sessions.
- Review and update student profiles with accurate information.
- Share important updates with instructor groups to ensure smooth class delivery.
- Act as a liaison between students, parents, and instructors for scheduling and class attendance.
- Maintain clear records of student interactions and class schedules.
- Support the client’s platforms and websites with accurate inputs.
- Assist in coordinating events or special sessions when needed.
- Minimum 1–2 years of customer service experience (email, chat, and/or phone).
- Proven experience supporting a service-based business or education-related services.
- Strong bilingual skills: English and Mandarin (written and spoken).
- Demonstrated ability to manage calendars and schedules.
- Strong organizational skills with high attention to detail.
- WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- Excellent written and verbal communication skills in English and Mandarin.
- Tech-savvy with strong working knowledge of Google Workspace (Gmail, GDocs, GSheets, GMeet, Calendar).
- Adaptability to quickly learn client platforms and tools
- Strong interpersonal skills—empathetic, patient, and proactive.
- Detail-oriented with the ability to manage multiple tasks simultaneously.
- You enjoy helping students and parents feel supported and well-informed.
- You are proactive, adaptable, and thrive in fast-paced environments.
- You believe in the importance of education and are motivated by making a difference in students’ academic journeys.
- You value accuracy, clear communication, and take pride in being detail-oriented.
- You’re comfortable working independently while being a reliable team player.
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- 32 hours per week
- 10 AM-7 PM Pacific Time, with 1 hour unpaid break
- Thursday to Sunday, Pacific Time
- $7 per hour
- No benefits package included
