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Support and Customer SuccessFull role brief
Support Specialist (Mandarin/English)
Support Asia merchants and payers in Mandarin and English.
This role supports Mandarin- and English-speaking MakePay merchants through payment status questions, account setup, checkout usage, and simple integration issues. You will help regional customers get clear answers while surfacing language and market patterns to the wider team.
Why this role matters
- Improve support quality for Chinese-speaking merchants and payers using MakePay.
- Reduce regional escalation friction by documenting issues clearly in English for internal teams.
- Identify recurring Asia support themes that should become localized content, product changes, or better onboarding guidance.
What you will own
- Respond to Mandarin and English support cases with accurate guidance and structured follow-through.
- Troubleshoot payment links, checkout questions, wallet basics, account access, and handoffs to technical support.
- Document regional customer patterns, translation needs, and escalation details for support and product teams.
What you bring
- Fluent written Mandarin and English with experience supporting customers in a professional product environment.
- Customer support experience in SaaS, fintech, ecommerce, payments, crypto, or online services.
- Strong attention to detail when collecting context, explaining next steps, and escalating complex issues.
Nice to have
- Cantonese language ability or experience supporting Hong Kong and Singapore merchants.
- Exposure to crypto wallets, payment gateways, checkout products, stablecoins, or merchant operations.
- Experience creating localized support macros, FAQs, or onboarding guidance.
First 90 days
- Learn MakePay's product flows and own common Mandarin and English support questions for Asia merchants.
- Build a short list of localized response templates for recurring payment, checkout, and account questions.
- Share regional support insights with the Asia support lead and customer success manager.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will work with Hong Kong support and success teammates while staying connected to Dubai technical support and product teams.