Customer Care (Chinese Speakers)

Aspire; Malaysia; On-site; MYR 120,000 - 210,000; Full time

Job summary

Aspire is seeking a Mandarin-speaking CX leader to localize experiences for Chinese-speaking customers. You will own CSAT, detractor rate, FRT, TTR, escalation rate and AI-resolved rate with end-to-end ownership of content, channels and AI tooling.

Responsibilities include managing WeChat routing, response standards, automation, and quality gate for AI translations; enabling agents with coaching and reference material; and driving localization projects from scope to measurable results.

Qualifications

• Fluency in Mandarin (Simplified and Traditional) and English is required.
• Experience in CX, customer operations, or a similar leadership role in fintech or fast-paced environments.
• Ability to own metrics end-to-end and translate them into action.
• Strong collaboration with L&D, Quality, Product and Compliance.

Responsibilities

• Own the experience and metrics for Chinese-speaking customers (CSAT, detractor rate, FRT, TTR, escalations, AI-resolved rate).
• Manage channels serving Chinese speakers (WeChat): routing, standards, automation, coverage and performance.
• Oversee Chinese-language content and act as quality gate on AI-assisted translation.
• Enable agents with quality bar, coaching materials, and reference docs at contact points.
• Lead localization efforts from scoping to launch and measurable results.
• Address frustrated customers and convert root causes into permanent fixes.

Skills

Mandarin fluency

English fluency

CX leadership

Stakeholder management

Localization experience

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!

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