User Operations Specialist (Support)

About the role

VoiceLeap is seeking a customer service professional to manage and maintain user communication channels, build long-term customer relationships, and support the growth of our voice-based social entertainment platform across multiple regions and languages.

Key responsibilities

• Manage and maintain user communication channels to build and strengthen long-term customer relationships
• Participate in campaign planning and execution to drive user growth and retention
• Professionally handle customer inquiries and complaints; promptly identify major issues, assess their severity, and collaborate with cross-functional teams to ensure timely resolution, delivering an exceptional customer experience
• Collect and analyze user feedback and behavioral data to generate actionable insights for product optimization and operational strategy improvements
• Assist with other ad-hoc operational or customer service-related tasks as assigned by management

About you

• Excellent command of both spoken and written Mandarin and English
• Proficiency in Malay, Turkish, Arabic, Spanish, or Hindi is a strong plus
• Minimum 1 year of experience in customer service, VIP relationship management, community management, or game operations is highly preferred
• Familiar with overseas social platforms (e.g., Facebook, Instagram, TikTok, etc.)
• Passionate about customer service with strong communication skills, empathy, and high emotional intelligence
• Responsible, detail-oriented, and enthusiastic about overseas markets
• Strong team player with cross-cultural communication skills

About us

VoiceLeap is a technology company specializing in cross-border social entertainment. Founded in 2019 and headquartered in Shenzhen, China, the company established a branch office in Hong Kong in 2025. With voice at its core, VoiceLeap is dedicated to connecting users across cultures, languages, and borders through real-time voice social products, powering the next generation of social entertainment. The company's flagship product is FALLA, a social entertainment platform built around live voice chat rooms. VoiceLeap operates across 6+ major regions and 20+ countries, supporting 10+ languages with 24/7 live voice rooms.

Benefits

• Full-time position, 5-day work week, 7.5 working hours per day
• Statutory benefits in compliance with Hong Kong Labour Ordinance, including paid annual leave, sick leave, maternity/paternity leave, etc.
• Stable office environment, conveniently located near MTR East Tsim Sha Tsui station; well-defined team structure with ongoing support for learning and career development
• Annual performance review and salary adjustment opportunities based on performance