Customer Service (Mandarin Speaker)

About the role

The Customer Service is responsible for managing and nurturing relationships with a dedicated portfolio of high-value B2B or B2C partners. The primary focus is to ensure long-term partner satisfaction, drive platform adoption, and identify strategic growth opportunities. You will act as the bridge between the client's business needs and the company's internal product and technical teams.

Key responsibilities

• Serve as the main point of contact for key accounts, ensuring consistent communication and high levels of service
• Conduct regular performance reviews and business health checks to ensure partners are meeting their objectives using the platform
• Proactively identify potential risks to the partnership and develop mitigation strategies to maintain long-term retention
• Analyze account performance data to identify opportunities for upselling new features, modules, or services
• Collaborate with partners to optimize their use of the platform's engagement and retention tools
• Negotiate commercial terms for renewals and expansion projects to meet quarterly revenue targets
• Work with partners to launch and monitor marketing initiatives and internal promotions aimed at increasing end-user activity
• Facilitate the delivery of promotional assets and creative materials to ensure brand consistency across partner platforms
• Coordinate with the internal product team to provide feedback on market needs and prioritize requested feature enhancements
• Monitor and report on key performance metrics (active usage, volume, and revenue) across the assigned portfolio