About this role.
ModSquad is seeking a Bilingual Customer Support Representative fluent in Chinese and English to assist users of a leading music streaming platform. The role involves handling inbound messages, troubleshooting technical issues, and providing a positive customer experience while managing 3-5 simultaneous chats. The position is fully remote but requires specific working hours (9 AM-10 PM Pacific) and a 25-hour weekly commitment. Applicants must complete language assessments in both Chinese and English.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
2/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Bilingual Customer Support position at ModSquad. With fluency in both Chinese and English and a deep passion for music, I am confident in delivering exceptional support to your users. My experience handling multiple simultaneous chats and troubleshooting technical issues aligns perfectly with your requirements. I thrive in fast-paced, remote environments and am committed to ensuring every customer has a seamless listening experience.
Thank you for considering my application. I look forward to the opportunity to contribute to your team.
Sincerely,
[Your Name]
Sample interview questions
I would first apologize and empathize with the customer, then ask clarifying questions to understand the issue (e.g., device, internet connection). I'd guide them through basic troubleshooting steps like refreshing or checking settings, and escalate if necessary. Keeping calm and reassuring is key.
In my previous role, I often handled up to 4 chats at once. I prioritize by urgency—customers with critical issues (e.g., account access) get immediate attention. I use canned responses for common queries and monitor chat timers to ensure no one is left waiting too long.
I take a moment to mentally switch languages before responding. I use bilingual notes and verify translations if unsure. Practice and familiarity with both languages help me maintain fluency and avoid mix-ups.
I would be honest and say, 'I'm not sure, but I will find out for you.' I'd check internal resources or consult a colleague, then follow up promptly. The priority is accurate information over fast but incorrect answers.
Music is a big part of my life, and I love helping others enjoy it. I admire your platform's features and believe my passion for music combined with my support skills would let me connect genuinely with users and provide excellent service.
We Could Use Someone Like You in Our Crew.
Are you passionate about music and fluent in both Chinese and English?
ModSquad is excited to partner with a leading global music streaming platform, and we’re on the lookout for friendly, tech-savvy Customer Service Representatives to join our all-remote team!
As a member of this team, you will be the first point of contact for customers, helping them navigate the platform, troubleshoot technical issues, and ensuring they have the best possible listening experience. Specifically, you will be responsible for responding to customer inquiries via inbound messages in both Chinese and English.
Important note: All qualified applicants will have to complete language assessments in Chinese and English.
Orientation Hours (Pacific Time):
40 hours per week are required for the 8-week orientation period.
Orientation phase 1: 4 weeks, 4 AM – 1PM
Orientation phase 2: 4 weeks, self-scheduled between the hours of 9 AM – 10 PM
Available Production Hours (Pacific Time):
Daily, 9 AM – 10 PM
Project Commitments:
25 hours per week
12 hours are required on Saturday and/or Sunday
180 days (as needed by ModSquad)
Need help figuring out the time difference? Check out World Time Buddy! Just set Sacramento, California as your starting point, then add your location to easily convert Orientation, Nesting, and Production hours to your local time.
Who Are You?
You’re passionate about creating personalized, memorable experiences for every customer.
You thrive on delivering top-tier customer support and can swiftly spot and solve any issues that come your way.
You’ve got experience providing support through inbound messaging and know how to keep cool under pressure.
You’ve handled 3-5 simultaneous chats in previous roles.
You’re fluent in Chinese and English, with professional-level communication skills in both.
Workspace Requirements:
Dedicated laptop or desktop computer running Windows 11 or macOS Sequoia/Tahoe
Willingness to install ModSquad security software and a 2FA app on your mobile device
Access to a webcam or a smartphone capable of capturing clear photos
A stable broadband internet connection with a minimum speed of 25 Mbps
At least 8 GB of RAM (more is always better!)
Dual monitors are strongly recommended for optimal workflow and multitasking
Please note: A Chromebook is not sufficient for ModSquad projects.
About ModSquad:
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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