Customer Support Specialist (Mandarin Speaking)

LittleLives; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A fast-growing EdTech company in Indonesia seeks a Customer Support Specialist to assist Mandarin-speaking users. You'll provide empathetic support via multiple channels, address platform inquiries, and collaborate with internal teams to enhance user experience. This role requires 2+ years in customer support, proficiency in Mandarin, and familiarity with helpdesk tools. Join our dynamic startup culture that values meaningful work and offers remote flexibility and competitive pay.

Benefits

Dynamic startup culture

Remote-friendly environment

Performance-based bonuses

Flexible work arrangements

Qualifications

• 2+ years of experience in customer support, preferably in SaaS, tech, or education.
• Proficiency in Mandarin (spoken and written) is a must.
• Strong communication skills and a customer-first mindset.
• Familiarity with helpdesk tools is a plus.
• Comfortable working remotely and across time zones.

Responsibilities

• Provide responsive, empathetic support to users via live chat, email, and calls.
• Handle inquiries and issues related to the platform, working closely with internal teams.
• Maintain accurate records of customer interactions and feedback.
• Assist in creating and improving support documentation in Chinese and Malay.
• Support onboarding of new users with product walkthroughs and training.

Skills

Customer support

Mandarin proficiency

Communication skills

Organizational skills

Problem-solving skills

Tools

Zendesk

Intercom

Freshdesk

Job description

About Us

LittleLives is a fast-growing EdTech SaaS platform, supporting thousands of preschools across Singapore, Malaysia, Vietnam, and Indonesia. With over $3M in annual recurring revenue, we are on a mission to redefine how early childhood education is managed across the region.

Your Mission

Be the voice of LittleLives for our Mandarin-speaking users. You will ensure a smooth, timely, and helpful customer experience across our platforms and services.

What You’ll Do

• Provide responsive, empathetic, and clear support to users via live chat, email, and calls

• Handle inquiries and issues related to our platform, working closely with internal teams to resolve them

• Maintain accurate records of customer interactions and feedback

• Assist in creating and improving support documentation (FAQs, guides, help articles) in Chinese and Malay

• Support onboarding of new users with product walkthroughs and training

• Collaborate with product and technical teams to report issues and suggest improvements

• Help ensure service level targets are met (e.g. response time, resolution time, satisfaction ratings)

What We’re Looking For

• 2+ years of experience in customer support, preferably in SaaS, tech, or education

• Proficiency in Mandarin (spoken and written) is a must

• Strong communication skills and a customer-first mindset

• Familiarity with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) is a plus

• Comfortable working remotely and across time zones

• Strong organizational and problem-solving skills

• Able to work independently and as part of a diverse, multicultural team

Why Join Us

• Meaningful work supporting educators and children across Asia

• Dynamic, fast-paced startup culture with room for growth

• Remote-friendly, flexible work environment

• Competitive salary with performance-based bonuses