Korean & English | Remote Customer Support Advisor | Music Streaming

ModSquad; Ireland; Remote; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Fully remote team

Job summary

ModSquad is seeking experienced Customer Support Advisors for a fully remote role serving an international music streaming platform. You will handle 5-6 customer conversations concurrently, resolving account, billing, and technical issues while following detailed workflows and using knowledge bases.

Proficiency in Korean and English is required, with assessments in both languages. Ideal candidates have prior high-volume written support experience, strong problem-solving skills, and the ability

Qualifications

• Experience delivering high-volume written customer support.
• Ability to manage 5+ chats simultaneously; 5–6 chats at once preferred.
• Fluency in written Korean and English.
• Strong problem-solving and attention to detail.
• Comfort with learning and following detailed workflows.
• Experience with knowledge bases or case management tools.

Responsibilities

• Handle 5-6 customer conversations simultaneously while maintaining accuracy and quality.
• Resolve account, billing, payment, subscription, technical, and product-related issues.
• Research and follow workflows and knowledge base resources.
• Navigate multiple systems while staying organized and detail-oriented.
• Review past interactions to determine next steps and escalate when needed.
• Document resolutions accurately and professionally.

Skills

High-volume support

Multiple chats

Korean language

English language

Problem solving

Detail oriented

Workflow adherence

Knowledge bases

Tools

Knowledge bases

Case management systems

Job description

# **We Could Use Someone Like You in Our Crew.****ModSquad** has partnered with one of the world’s leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team.You’ll provide written support through inbound messaging in **Korean** **and English**, assisting with account, billing, payment, subscription, technical, and platform-related issues.This is a fast-paced, high-volume environment where you’ll handle **5-6 customer conversations at once**, navigate multiple systems, research knowledge base resources, and follow detailed workflows. **Strong multi-chat experience is essential.*****Please note:** Qualified applicants will complete language assessments in both **Korean** **and English.*****What You’ll Do*** Handle **5-6 customer conversations simultaneously** while maintaining accuracy and quality* Resolve account, billing, payment, subscription, technical, and product-related issues* Research and follow workflows and knowledge base resources* Navigate multiple systems while staying organized and detail-oriented* Review previous and automated support interactions to determine next steps* Communicate professionally and empathetically, including in challenging situations* Follow security and verification procedures* Use sound judgment and escalate when needed* Document resolutions accurately* Identify recurring issues and provide feedback to improve support**What We’re Looking For****Required:*** Previous high-volume written customer support experience* Proven experience managing **multiple simultaneous chats**; **5+ chats at once strongly preferred*** Fluent written **Korean** **and English*** Strong problem-solving and attention to detail* Comfortable learning and following detailed workflows* Able to stay organized and productive in a fast-paced environment* Experience with knowledge bases, case management systems, or similar tools**Valued but not required:*** Tier 2, specialist, or escalation-support experience* Payments, billing, refunds, or account security experience* Digital, technology, or subscription-based experience* Experience with AI-assisted support tools* Experience identifying trends or improving support processes**Orientation & Production Schedule****8-week orientation | 40 hours/week****Phase 1: 4 weeks*** 4:00 AM - 1:00 PM Pacific Time**Phase 2: 4 weeks*** Self-scheduled during available production hours**Production:*** Available 24/7* Minimum **25 hours/week*** Minimum **12 weekend hours** (Saturday and/or Sunday)**Workspace Requirements*** Windows 11 or macOS Sequoia/Tahoe* Minimum **8 GB RAM**; 16 GB recommended* Broadband internet, minimum **40 Mbps*** Webcam or smartphone capable of taking clear photos* ModSquad security software and mobile 2FA app* **Dual monitors strongly recommended**If you have strong multi-chat experience and thrive in a fast-paced support environment, we’d love to hear from you.