ZYMIX
Customer Support Manager (Mandarin speaking)
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About Zymix
Zymix is the definitive lifestyle ecosystem for the digital generation—bridging the gap between social connection and real-world experience. Transcending the "Super App" model, Zymix fuses hyper-social interaction with a seamless service layer, empowering global youth to integrate a wide range of services beyond social networking, discover AI-curated experiences, and unlock essential services in one fluid motion. We are redefining the platform economy by prioritising authenticity, community, and friction-free living.
About the Role
We are looking for a high-energy, user-centric, Mandarin speaking Customer Support Manager to lead and scale our digital support operations in London. Focusing exclusively on online and live chat channels, you will manage daily user inquiries, optimise support workflows, and safeguard the customer experience across our Super App ecosystem.
The ideal candidate brings 2–3 years of hands-on experience in digital customer support, possesses high emotional intelligence, and excels at turning user feedback into actionable product and operational improvements. As our platform operates at high speed, your ability to handle real-time chat escalations quickly and empathetically will be crucial to keeping our community engaged and satisfied.
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What You'll Own
- Oversee all live chat, in-app ticketing, and online customer support channels to ensure fast response times and high resolution rates.
- Directly handle complex, high-priority user inquiries and technical escalations via live chat with professionalism, speed, and empathy.
- Establish standard operating procedures (SOPs), chat macros, and quality assurance guidelines for online customer communications.
- Analyse common user pain points and live chat metrics (CSAT, first-response time, resolution time), reporting actionable insights to our Product and Tech teams.
- Partner with HR, Operations, and Marketing teams to ensure alignment on platform updates, policy changes, and community guidelines.
- Lead, monitor, and support daily chat workflows, helping scale the customer support function as our UK and European user base grows.
What You'll Bring
- Native or professional fluency in Mandarin & English (written and verbal) with outstanding written communication skills.
- 2–3 years of experience in customer service, digital support, or live chat operations (preferably within tech, mobile apps, e-commerce, or digital platforms).
- Proven experience managing high-volume live chat software and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk, or equivalent).
- Ability to convey complex solutions clearly, concisely, and empathetically via text-based channels.
- Strong problem-solving abilities and composure under pressure in a fast-paced environment.
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Nice to Haves
- Familiarity with mobile apps, digital platform user journeys, or tech support basics.
- Deep interest in the "Super App" business model and the evolving global platform economy.
Why Zymix
- Build a category-defining product for UK and European Gen-Z from day one.
- Small senior team, direct access to leadership, fast decision-making.
- Private healthcare through AXA from day 1. Including group income protection and group life cover.
- Vibrant Soho office with free breakfast and afternoon snacks, weekly happy hour & more.
- Competitive salary (DOE) + benefits package.
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