Customer Care Lead (Chinese Speakers)

Crane Venture Partners; Malaysia; Sur place; MYR 100 000 - 180 000; Plein temps

Résumé du poste

Aspire is seeking a leader to own the Chinese-speaking CX experience, including CSAT and escalation metrics, with autonomy over channels like WeChat and AI-assisted translation. You will partner with CX leadership to drive localization, content quality, and process improvements across the customer journey.

In this role you will enable every agent serving Chinese-speaking customers, set quality bars, provide coaching and reference material, and manage localisation projects from scope through

Qualifications

• Fluency in Mandarin, Cantonese and English required.
• Experience in CX or customer-facing leadership roles preferred.
• Strong ability to translate metrics into action and improvements.

Responsabilités

• Own the experience metrics for Chinese-speaking customers (CSAT, FRT, TTR).
• Manage WeChat routing, responses, automation, coverage, and performance.
• Ensure all Chinese content is accurate and acts as a gate for AI translations.
• Enable agents with quality standards, coaching, and reference materials.
• Lead localisation efforts from scope to launch and measure results.
• Address escalations by identifying root causes and fixes.

Connaissances

Mandarin fluency

Cantonese fluency

English fluency

Description du poste

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, Cantonese, 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