Job Responsibilities 1. Provide regular training and feedback to English-language customer/technical support staff; continuously level up the team’s communicative and cultural intelligence. 2. Review core customer/technical support materials, such as scripts for common inquiries, to ensure they are persuasive, culturally relevant and on-brand. 3. Perform spot-checks on key customer/technical support channels, such as email and social media, to ensure they are on-message and on-brand. Develop plans for tactical and strategic improvements as needed.
Job Requirements 1. Expert communication skills with a passion for sharing knowledge and inspiring others. 2. 2-4 years’ experience in customer support or another customer-facing role. 3. Superb command of English, both spoken and written. North American cultural fluency. 4. Native English speakers preferred; like-native required. 5. Experience as a trainer or teacher preferred. 6. Interest in and basic familiarity with photography, videography and action cameras. 7. Fluency in key North American social media channels, such as Facebook, Instagram, Twitter and Reddit, and ability to craft communications that connect with users of these platforms. 8. Chinese language skills a plus.