Job description
You will communicate with Wooting's customers to complete a wide range of support requests via email and China Social Media. These include, but not limited to: investigating and following up on checking order status, shipping cases, processing returns, and working with fulfillment center partners to ensure accountability for fulfillment errors and the processing of shipment claims.
Your role will require you to be detail and process driven, with the ability to work across numerous different internal and external systems.
When customers reach out needing assistance, you'll be responsible for getting them the support they need in a helpful and informative way. All of the processes have standard operating procedures (SOPs) created by the customer service- and administrative team to work effectively without error and with precision.
You will not be working alone, but instead with a team of passionate people from diverse backgrounds that support you in solving inquiries and help with product training, processes, and more importantly, our company culture.. Together, you'll help ensure that the entire customer experience runs smoothly, efficiently, and transparently.
This job listing is specifically focused on "customer support" over "technical support." Depending on your particular skills, preferences, and personal development goals, this general position can grow into either a process support role or into a technical support expert role. These tasks can all be completed from the comfort of your home. While our company is based in the Netherlands, our employees mostly work remotely, with flexible work hours.
About Wooting
Wooting is a young, growing company made of passionate people that make impactful products for the gaming industry. Our tight-knit team doesn’t operate like most companies: we value the perspectives and opinions that individuals at all levels can offer towards the business. With that, we expect that each and every person strives to make meaningful contributions, not just in their specific role, but across the business.
Wooting Voice
Group of passionate people that informally shares and talks with customers, while showing professionalism in the work done through clear communications, transparency, and honesty. A dash of wit and not taking things too seriously can make all the difference.
Relevant tools we use
- Virtual office for voice communications on Gather
- General and project communications on Slack
- Company Wiki, project- and task-management on Notion
- Customer support tickets on Helpscout
- Community support tickets on China Social Media
Key Responsibilities
- Handle a wide range of customer support tasks
- Coordinate with fulfillment and return centers to ensure efficient case resolution
- Answer inquiries from customers located China mainland in written Chinese
- Critically review Wooting's processes from a customer's perspective and how we can support them
- Frequently collaborate with your colleagues to solve support requests and create more efficient workflows
Required Experience & Skills
- Fluent-level Mandarin Chinese with strong writing and communication skills
- Intermediate English reading/writing skills for internal collaboration
- Familiarity with electronic consumer products
- The capacity to manage your own time effectively
Nice-To-Haves
- Technical support in consumer electronics
- Technical writing skills
Expectations
- Detail-oriented, self-motivated, and process-driven
- Empathy for customers seeking solutions
- Effective written communication skills
- Capability to work remotely from home while effectively managing your time and communicating with your team
Remote work/ geographical
- (Preference) Located in or nearby Shanghai.
- Fully remote working environment.
- Informal working environment.
- Customer Service team is centralized in CET (Amsterdam local time) and GMT+8 (Shanghai local time). Your working hours are flexible but require at least 2-4 hours of overlap with your team. There are 2 mandatory slots on Tuesdays and Wednesdays for team gatherings and company meetings.
- You can freely arrange days off as long as you assure close coordination with the team and your own ability to keep up with work.
Salary and Benefits
- Full-time position (40 hours/week)
- Monthly salary of ¥9000 - ¥12000 (based on experience)
- Additional profit-sharing bonus of 8% on yearly gross salary.
- Includes local contract and social insurances
- 20 Paid holidays per year.
- In addition to local national holidays.
- We provide all necessary work-from-home equipment to help you get started, including a Wooting keyboard of your choice.
- Each year, we provide employees with a €250 budget to improve their home office setup. This budget can also be used for anything that enhances your remote work space, physical or mental health.
- Employee Discounts: Enjoy a discount on Wooting products.
- Team Events: Connect with colleagues through virtual team events and our annual in-person festival, Wootstock - a few days of fun and bonding!
How To Apply
Please fill in the form below. For the cover letter please answer two questions:
1. What makes you interested in working at Wooting? 2. Can you share one recent project that you are proud of? This can be a work or hobby project.
⚠ Any application that doesn’t answer these two questions will be automatically rejected.