Mandarin-Speaking Tech Support & API/SQL Lead

Jackalope Digital LLC; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Stripe is seeking a Product Support professional to drive scalable, data-informed support improvements. You will own complex technical issues, coordinate with Engineering and Product, and push for operational efficiency through strong SQL and API skills.

This role requires Mandarin fluency and 4+ years in a customer-facing support context, with weekend work possible. You will contribute to CSAT, SLA, and process optimizations across global teams.

Qualifications

• Mandarin language required for daily communications in Greater China region.
• 4+ years in a customer-facing product support role focusing on troubleshooting technical issues.
• Proficient in SQL for data analysis and querying; able to interpret datasets.
• Experience working with APIs.
• Strong problem-solving skills with ability to diagnose complex issues.
• Proven stakeholder management and cross-functional collaboration experience.
• Project management experience in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues via direct user interaction (email/phone), using SQL to extract and interpret data and API knowledge.
• Develop product and platform expertise by collaborating with Engineering, Product, and Operations to diagnose and resolve issues.
• Scale support processes by applying data-driven improvements to efficiency and user experience.
• Lead initiatives to improve CSAT, contact rate, and SLA compliance.
• Create and refine self-service documentation to reduce reliance on support teams.
• Collaborate with Product and Engineering to proactively improve the platform based on user feedback.

Skills

SQL

APIs

Data analysis

Problem solving

Stakeholder mgmt

Project management

Weekend work

Tools

API docs

Job description

Stripe is seeking a Product Support professional to drive scalable, data-informed support improvements. You will own complex technical issues, coordinate with Engineering and Product, and push for operational efficiency through strong SQL and API skills.

This role requires Mandarin fluency and 4+ years in a customer-facing support context, with weekend work possible. You will contribute to CSAT, SLA, and process optimizations across global teams.