Mandarin CX Lead: Localize & Elevate Global Support

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

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.