Customer Care (Chinese Speakers)
Customer Service · Full-time
hong kong
Posted on Sep 6, 2026
About The Company
Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!
We’re building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.
Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.
Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we’re building for the next generation of global companies.
About The Role
Our Chinese-speaking client base is one of Aspire's fastest-growing segments, and we're looking for a person-in-charge to help localize the experience for them. You'll have high autonomy across metrics, content, channels and AI tooling, direct access to CX leadership, and visible impact on a customer base the business is actively betting on.
What You'll Own
Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!
We’re building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.
Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.
Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we’re building for the next generation of global companies.
About The Role
Our Chinese-speaking client base is one of Aspire's fastest-growing segments, and we're looking for a person-in-charge to help localize the experience for them. You'll have high autonomy across metrics, content, channels and AI tooling, direct access to CX leadership, and visible impact on a customer base the business is actively betting on.
What You'll Own
- The experience and metrics for Chinese-speaking customers such as CSAT, detractor rate, FRT, TTR, escalation rate and AI-resolved rate
- The channels serving them, including WeChat: routing, response standards, automation, coverage and performance
- All Chinese-language content and act as quality gate on AI-assisted translation
- Enablement for every agent to serve Chinese-speaking customers well: quality bar, interaction reviews, coaching and reference material at the point of contact
- Localisation efforts and Chinese-language projects, from scope to launch to measured results
- Frustrated customers and escalations, turning root causes into permanent fixes.
- Fluency in Mandarin (Simplified and Traditional written Chinese) and English, with the judgement to localize tone and content, not just translate it
- Experience in CX, customer operations, or a similar customer-facing leadership role, ideally in a fast-paced or fintech environment
- Comfort owning metrics end-to-end and translating them into action
- Strong stakeholder management skills, given close collaboration with L&D, Quality, Product and Compliance