Customer Service Specialist

深圳市杉川机器人有限公司; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

深圳市杉川机器人有限公司 seeks a US-based Customer Service Liaison for robotic vacuums. You will handle inquiries, support usage, process warranty claims, and manage returns while collaborating with teams across the US and China. Training is provided for products and workflows.

You will translate US feedback for China HQ, monitor issues, and contribute to market optimization initiatives. Strong communication, bilingual skills, and organizational discipline are essential for success in this role.

Qualifications

• Legally authorized to work in the United States without visa sponsorship.
• Bilingual English and Mandarin (spoken and written) with fluent communication.
• Open to all experience levels; training provided on products and processes.
• Strong communication and active listening with customer-first attitude.
• Excellent organizational and time-management abilities in a fast-paced setting.
• Proficiency with Microsoft Office / Google Workspace and data entry.
• Willing to coordinate across time zones and bridge China-US operations.

Responsibilities

• Manage full-cycle customer service for US users of robotic vacuums, including inquiries, usage support, warranty claims, returns, and technical troubleshooting.
• Serve as primary liaison between US subsidiary and China HQ; translate and relay feedback and issues for data-driven decisions.
• Follow established workflows, SOPs, and performance standards across time zones.
• Maintain detailed customer service records and provide regular performance reports to China HQ.
• Support China teams with US market research, localization recommendations, and service improvements.
• Monitor incidents and escalations; collaborate with China HQ to mitigate brand risk.

Skills

Bilingual English & Mandarin

Strong communication

Active listening

Organizational skills

Time management

Team collaboration

Data entry & office tools

Learning agility

Tools

Zendesk

Freshdesk

Gorgias

Shopify

CRM tools

Job description

1. 1.Manage the full-cycle customer service journey for US-based users of our robotic vacuum products, handling product inquiries, usage support, warranty claims, returns/exchanges, and technical troubleshooting to ensure timely resolution and high customer satisfaction (CSAT).
2. 2.Serve as the primary liaison between the US subsidiary and China HQ teams (Operations, Product, Quality, and After-Sales), accurately translating and relaying US customer feedback, market issues, and complaint data to enable informed, data-driven decisions on both sides.
3. 3.Execute daily work in alignment with established workflows, SOPs, and performance standards defined by the China HQ, maintaining a strong sense of accountability and ownership while working effectively across time zones and cultural contexts.
4. 4.Maintain detailed customer service records, including case logs, complaint summaries, and user feedback analyses, and provide regular performance reports and strategic reviews to China HQ management to support market optimization and service enhancement initiatives.
5. 5.Support China-based teams with US market research, product localization recommendations, and service improvement projects to strengthen the brand’s presence and competitiveness in North America.
6. 6.Proactively monitor and manage customer service incidents, including escalations and emerging issues, immediately escalating critical matters to China HQ and collaborating on solution development and execution to mitigate brand risk.

Qualifications Required:

1. 1.Legally authorized to work in the United States – we are unable to sponsor work visas for this position. Familiarity with US consumer protection laws and return/refund policies is strongly preferred.
2. 2.Bilingual proficiency in English and Mandarin Chinese (spoken and written) – must be able to fluently communicate with US customers in English and collaborate with China-based stakeholders in Mandarin without barriers.
3. 3.Open to candidates at all experience levels – recent graduates, entry-level applicants, and career changers are welcome to apply. We provide comprehensive paid training on products, service workflows, and systems.
4. 4.Strong communication and active listening skills, with a genuine passion for helping customers and a patient, empathetic, customer-first attitude.
5. 5.Exceptional organizational and time-management abilities, capable of managing multiple priorities and maintaining accuracy in a fast-paced environment.
6. 6.Proficiency in basic computer applications (Microsoft Office / Google Workspace), with the ability to handle data entry and information organization tasks efficiently.
7. 7.Strong learning agility and adaptability, with a proactive, accountable, and team-oriented work ethic – comfortable working in a structured environment and able to seamlessly integrate into a China-managed operational framework while bridging cultural and communication gaps.

Preferred:

1. 1.Prior experience in customer service, e-commerce, consumer electronics, or smart home industries, particularly in D2C or omnichannel retail environments.
2. 2.Experience with e-commerce platforms (Shopify, Magento) and customer support/CRM tools (Zendesk, Freshdesk, Gorgias, etc.).
3. 3.Flexibility to coordinate with international teams across time zones (China) during occasional off-hours meetings as needed.