Support Specialist (Mandarin-Speaking)

Liven; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality tech provider in Johor Bahru is seeking a Mandarin-speaking Support Specialist. This role involves providing top-tier support to global clients, resolving technical issues, and ensuring customer satisfaction. The ideal candidate has 2–8 years of experience in customer support and is fluent in English and Mandarin. Join a dynamic team in a fast-paced environment where your contributions truly matter.

Qualifications

• 2–8 years in customer support, technical support, or client services.
• Experience supporting international clients, especially in AU, US, or EU markets.
• Ability to work effectively under pressure in a fast-paced environment.

Responsibilities

• Deliver world-class support via email, chat, and phone to global clients.
• Resolve technical issues promptly and communicate solutions clearly.
• Collaborate closely with onboarding, product, and engineering teams.

Skills

Fluent in both English and Mandarin

Strong troubleshooting and problem-solving skills

Excellent communication, multitasking, and organisational skills

Tools

Salesforce

Zendesk

HubSpot

Job description

Join the revolution in hospitality tech! Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back‑of‑house management.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI‑enriched insights and automated workflows, enabling smarter decision‑making and smoother operations at scale.

We’re proud to be an AI‑first organisation. By automating repetitive tasks, we free up space for our teams — and our customers — to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

Key Milestones

• Expansion: Acquired OrderUp, Abacus, Zeemart, Copper and Nomnie forming Asia Pacific’s largest end‑to‑end group in hospitality technology.
• Global Reach: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.

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About The Role

As a Support Specialist (Mandarin‑Speaking) at Liven, you’ll be on the frontline of customer experience — providing fast, friendly, and effective support to ensure our clients maximise the value of our products. Whether it’s resolving a technical issue, answering questions, or guiding users through features, your role is vital to client satisfaction and retention.

This role requires fluency in both English and Mandarin, along with experience supporting international customers across different time zones. If you thrive in fast‑paced environments and are passionate about helping customers succeed, we’d love to meet you.

What You’ll Do

• Deliver world‑class support via email, chat, and phone to Liven’s global clients
• Resolve technical issues promptly and communicate solutions clearly
• Log, track, and manage support tickets in systems like Salesforce, Zendesk, or HubSpot
• Collaborate closely with Onboarding, Product, and Engineering teams to resolve complex client issues
• Identify recurring problems and contribute ideas for improving support processes
• Maintain accurate and thorough documentation of all customer interactions
• Support Chinese‑speaking customers as needed, translating or localising responses where applicable

Qualifications

• 2–8 years in customer support, technical support, or client services
• Fluent in both English and Mandarin (spoken and written) – Required
• Experience supporting international clients, especially in AU, US, or EU markets
• Strong troubleshooting and problem‑solving skills
• Proficient with support tools like Salesforce, Zendesk, HubSpot, or similar
• Excellent communication, multitasking, and organisational skills
• Ability to work effectively under pressure in a fast‑paced environment

Good to Have

• Experience with POS systems, SaaS platforms, or hospitality tech
• Familiarity with basic IT troubleshooting or APIs
• Startup or high‑growth tech environment experience
• Certifications or training in customer success or conflict resolution
• Additional language proficiency to support global customers