[Hiring] Bilingual Customer Support @ModSquad

Role Description

Are you passionate about music and fluent in both Vietnamese and English? ModSquad has partnered with one of the world's leading music streaming platforms, and we're looking for experienced Customer Service Representatives to join our fully remote team.

As the first point of contact for customers, you'll assist with account questions, billing inquiries, technical troubleshooting, and a wide variety of platform-related issues through inbound messaging in both Vietnamese and English.

Please note: All qualified applicants will complete language assessments in both Vietnamese and English as part of the interview process.

What to Expect

• Manage 5-6 simultaneous customer conversations
• Research and apply detailed workflows to resolve customer issues
• Switch quickly between multiple systems while maintaining accuracy
• Balance speed, quality, and attention to detail in a fast-paced environment
• Adapt to evolving policies and procedures as the platform continues to grow

If you enjoy multitasking, learning new processes, and keeping several moving pieces organized at once, you'll likely find this role both rewarding and engaging.

Orientation Hours (Pacific Time)

• A commitment of 40 hours per week is required during the 8-week orientation period.
• Orientation Phase 1: 4 weeks, 4:00 AM - 1:00 PM PT
• Orientation Phase 2: 4 weeks, Self-scheduled between the hours of 6:00 AM - 7:00 PM PT

Available Production Hours (Pacific Time)

• 6:00 AM - 7:00 PM PT

Project Commitments

• Self-schedule a minimum of 25 hours per week
• Of those 25 hours, 12 hours must be self-scheduled on Saturday and/or Sunday

Need help converting time zones? Use World Time Buddy and set Sacramento, California as your reference location.

Qualifications

• Have previous experience providing customer support through high-volume inbound messaging
• Have successfully managed at least 5-6 simultaneous chat conversations in a previous role (experience managing 5+ chats is a strong plus)
• Learn new systems and workflows quickly
• Enjoy solving complex customer issues while following detailed procedures
• Have exceptional attention to detail, even while multitasking
• Stay calm and organized in fast-paced environments
• Communicate professionally and fluently in both Vietnamese and English
• Are passionate about delivering thoughtful, personalized customer experiences

Requirements

• Windows 11 or macOS Sequoia/Tahoe laptop or desktop
• Willingness to install ModSquad security software and a two-factor authentication app on your mobile device
• Webcam or smartphone capable of capturing clear photos
• Stable broadband internet connection (minimum 40 Mbps)
• At least 8 GB RAM (16 GB recommended)
• Dual monitors are strongly recommended to efficiently manage multiple conversations and support tools

Please note: A Chromebook is not sufficient for ModSquad projects.

Company Description

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.