Mandarin Technical Support Associate (HRTech)

TL;DR

Mandarin Technical Support Associate (HRTech): Providing bilingual technical support for an all-in-one HR and payroll platform with an accent on troubleshooting, customer satisfaction (CSAT), and cross-functional collaboration. Focus on resolving complex technical issues, managing high-volume chat and phone interactions, and developing internal knowledge bases.

Location: Remote within the Philippines; must be able to attend occasional in-person meetings in Metro Manila and work a regular shift during US hours.

Company

An all-in-one HR, payroll, and hiring platform purpose-built for the hourly workforce.

What you will do

• Serve as the primary point of contact via chat, phone, and email to provide troubleshooting for the hirify.global platform.
• Deliver bilingual customer support using English and Mandarin to assist global customers.
• Diagnose root causes of customer issues and escalate product defects or feature requests to Engineering.
• Guide customers through platform features, workflows, and best practices.
• Partner with the Success team to help clients set up and modify their platform configurations.
• Build and update customer and internal knowledge bases through articles and video walkthroughs.

Requirements

• 2 to 5 years of experience in Technical Support, Help Desk, or a similar customer-facing role.
• Fluency in Mandarin and English (both verbal and written).
• Must be based in the Philippines and able to work according to the US time zone.
• High-speed and stable internet connection (at least 50 Mbps).
• Experience using help desk software and remote support tools.
• Strong knowledge of Payroll and related HR products.

Culture & Benefits

• Permanently remote work arrangement with a $50 monthly stipend.
• Annual and performance-based bonuses.
• Flexible PTO and company time off during major US and PH holidays.
• Company-issued device provided.
• Career fast track for high performers and internal mobility opportunities.