Customer Success Specialist EU, Mandarin Speaking

Spreetail is looking for a detail-oriented and proactive Customer Success Specialist to support our Account Management Team in delivering exceptional customer experiences and driving performance. In this role, you’ll handle day-to-day operations such as order management, delivery coordination, returns and reships, and maintaining customer data, while also serving as a key point of contact for escalations from platform partners.

Responsibilities:

• Provide day-to-day support to the Account Management Team, helping the team meet individual and collective performance targets.
• Support daily operations: Coordination of delivery dates, handling of complaints and return & reship requests, maintenance of existing customer relationships and master data, order entry and order management.
• Effective communication and coordination between various internal and external stakeholders to ensure that customer requirements are met.
• Act as a point of contact for customer service escalations from key platform service brand partners, ensuring timely and high-quality issue resolution.
• Identify process gaps within the team and help develop and implement initiatives to improve service quality continuously.

Benefits:

• Health Insurance: We pay 100% of your full monthly premium and half the premium for dependents.
• Leadership Development: We provide a wide variety of training sessions and development programs to give you all the tools you need for success.
• Paid Time Off: Salaried employees enjoy untracked PTO & hourly employees earn 20 PTO days per year.
• Work Your Way: We offer a flexible “Work Your Way” policy, empowering you to work where and when you’re most productive.
• Milestone Program: Each year is a new milestone with the opportunity to receive special gifts, Spreetail Swag Store credit, or donate to a nonprofit of your choice.
• Home Office Stipend: Utilize your reimbursement to ensure your home office is well-equipped with the optimal setup.
• Donation Match: From day one of your journey at Spreetail, we match your nonprofit donations dollar-for-dollar to the causes you’re passionate about.
• Employee Experience: We offer unique, intentional opportunities to build deep relationships and celebrate wins together.
• 401K: We believe in your future and support you in investing in it with a 401k match benefit.
• Community Involvement: Spreetail encourages employees to take time off for volunteer opportunities throughout the year.
• Personal Growth: Whether you’re learning a new skill or chasing a personal milestone, we’re committed to helping you grow, your way.
• Parental Leave: We grant paid maternity and secondary caregiver leave to employees growing their families.
• Wellness Programs: We invest in your wellness with programs that support your physical, mental, and financial health—so you can thrive in work and in life.

Qualifications:

• Communicate fluently in both Mandarin and English (written and spoken) to effectively engage with partners and internal stakeholders.
• Collaborate cross-functionally to drive results, ensure alignment, and hold team members accountable for performance.
• Experience in strategic operations, outbound/inbound transportation, fulfillment operations.
• Thrive in a fast-paced environment by staying highly organized, adapting quickly to change, influencing others, and managing multiple priorities effectively.
• Apply strong attention to detail and analytical skills to interpret data accurately and inform decision-making.
• Proactively identify business opportunities and independently drive initiatives that improve performance and outcomes.