US Local Customer Service Specialist

About this task

Job Responsibilities

Responsible for full lifecycle customer service work for users in the US region, including answering product inquiries, usage issues, after-sales warranty questions, returns and exchanges, troubleshooting, and other requests. Quickly resolve user issues to improve US user satisfaction and brand reputation.
Precisely coordinate with the Chinese headquarters' operations, product, and after-sales teams, relaying US local user feedback, market issues, and customer complaint data. Ensure information is communicated clearly between the US and China sides, achieving accurate, efficient, closed-loop coordination.
Strictly follow the Chinese team's work processes, management systems, performance standards, and work assignments in daily operations. Proactively adapt to the Chinese team's work pace, without being influenced by American-style free workplace culture, and maintain strong execution and teamwork.
Compile US regional customer service logs, complaint case summaries, and user needs reports; regularly submit work reports and review summaries to Chinese management, and support the Chinese team in market optimization and service upgrade initiatives.
Assist the Chinese team with US local user research, product adaptation suggestions, and localized service optimization to help the brand deepen its presence in the US market.
Handle sudden customer service public opinion incidents or concentrated complaint issues in the US region, promptly report to Chinese management, and assist in formulating and implementing solutions.

Qualifications

Identity/Eligibility: US citizenship, legally eligible for full-time employment in the US, with no visa sponsorship or employment compliance risks. Familiar with US local consumer rights and after-sales regulations.
Language Skills: Fluent in American English (both spoken and written, suitable for communicating with US local users) and proficient in Mandarin Chinese. Able to communicate fluently in both directions in Chinese and English, including document reading/writing and meeting coordination, to accurately convey work information.
Professional Skills: Relevant work experience is not required — open to recent graduates, candidates with no prior experience, and career changers. Basic communication skills and problem-solving ability are sufficient; willingness to learn overseas customer service processes and product after-sales knowledge is required, along with patience, attention to detail, strong service orientation, and good stress tolerance. Experience in e-commerce, smart home, or consumer electronics customer service is a plus; paid training is provided for those without experience.
Professional Conduct: Rigorous, responsible, and highly efficient in execution; must fully comply with unified team management rather than one-sidedly adhering to American workplace freedom concepts, and proactively adapt to the Chinese team's work pace and performance evaluation system. Strong cross-cultural communication and coordination skills are required to balance the needs of US local users with the work arrangements of the Chinese team.
Other Requirements: Proficient in basic office software, with simple data entry and information organization skills. Strong learning ability, willingness to follow instructions, diligent and hardworking, and willing to adapt to the team's work pace. No prior relevant experience required — unified pre-employment training will be provided.