Customer Care (Chinese Speakers)

Crane Venture Partners; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Aspire is seeking a Mandarin-English leader to localize the customer experience for its Chinese-speaking client base. You will have high autonomy across metrics, content, channels and AI tooling, with direct access to CX leadership and tangible impact on a rapidly growing segment.

You will own the experience metrics for Chinese-speaking customers, oversee WeChat routing and automation, gate AI translations, and enable agents with quality standards, coaching and up-to-date material.

Qualifications

• Mandarin and English fluency with localization judgment.
• Experience in CX, customer operations, or similar leadership role.
• Comfort owning metrics end-to-end and translating them into action.
• Strong stakeholder management with cross-functional collaboration.

Responsibilities

• Own the experience metrics for Chinese-speaking customers: CSAT, FRT, TTR, escalation rate, AI-resolved rate.
• Manage channels serving them, including WeChat routing, response standards, automation and coverage.
• Own all Chinese-language content and gate AI-assisted translation quality.
• Enable agents to serve Chinese-speaking customers with quality standards, coaching and reference material.
• Lead localisation projects from scope to launch with measured results.
• Address frustrated customers and drive permanent fixes from root causes.

Skills

Mandarin

English

CX leadership

Stakeholder management

Job description

About The Company

Founders today are building global companies from day one - but the systems that manage their money were built for a different era. Aspire exists to change that!

We're building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.

Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.

Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we're building for the next generation of global companies.

About The Role

Our Chinese-speaking client base is one of Aspire's fastest-growing segments, and we're looking for a person-in-charge to help localize the experience for them.

You'll have high autonomy across metrics, content, channels and AI tooling, direct access to CX leadership, and visible impact on a customer base the business is actively betting on.

What You'll Own

• The experience and metrics for Chinese-speaking customers such as CSAT, detractor rate, FRT, TTR, escalation rate and AI-resolved rate
• The channels serving them, including WeChat: routing, response standards, automation, coverage and performance
• All Chinese-language content and act as quality gate on AI-assisted translation
• Enablement for every agent to serve Chinese-speaking customers well: quality bar, interaction reviews, coaching and reference material at the point of contact
• Localisation efforts and Chinese-language projects, from scope to launch to measured results
• Frustrated customers and escalations, turning root causes into permanent fixes.

What You Need To Be Successful

• Fluency in Mandarin (Simplified and Traditional written Chinese) and English, with the judgement to localize tone and content, not just translate it
• Experience in CX, customer operations, or a similar customer-facing leadership role, ideally in a fast-paced or fintech environment
• Comfort owning metrics end-to-end and translating them into action
• Strong stakeholder management skills, given close collaboration with L&D, Quality, Product and Compliance