[Hiring] Bilingual Customer Support (Thai/English) @ModSquad

Role Description

Are you passionate about music and fluent in both Thai 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 Thai and English.

Please note: All qualified applicants will complete language assessments in both Thai 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

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 6:00 AM - 7:00 PM PT

Available Production Hours (Pacific Time)

• Daily, 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

Qualifications

• Previous experience providing customer support through high-volume inbound messaging
• Successfully managed at least 4-6 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
• Exceptional attention to detail, even while multitasking
• Stay calm and organized in fast-paced environments
• Communicate professionally and fluently in both Thai and English
• 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

Benefits

• If you're someone who enjoys learning, thrives under pressure, and takes pride in delivering exceptional customer experiences in a fast-paced environment, we'd love the opportunity to learn more about your experience and discuss the role with you.