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Aspire is a financial operating system for global founders, combining banking, software, and automation into a single platform. The company serves over 50,000 startups and growing businesses worldwide, backed by Y Combinator, Peak XV, and Lightspeed.
You will lead the customer experience strategy for Aspire's fast-growing Chinese-speaking customer segment. This is a high-autonomy role with direct access to CX leadership and visible impact on a customer base the business is actively investing in.
Key Responsibilities:
- Own experience and metrics for Chinese-speaking customers including CSAT, detractor rate, first response time (FRT), time-to-resolution (TTR), escalation rate, and AI-resolved rate
- Manage channels serving Chinese-speaking customers, including WeChat: routing, response standards, automation, coverage, and performance
- Oversee all Chinese-language content and serve as quality gate for AI-assisted translation
- Enable agents to serve Chinese-speaking customers effectively through quality standards, interaction reviews, coaching, and reference materials
- Lead localization efforts and Chinese-language projects from scope through launch to measured results
- Address frustrated customers and escalations by turning root causes into permanent fixes
- Collaborate closely with L&D, Quality, Product, and Compliance teams
Requirements:
- Fluency in Mandarin, Cantonese, and English with judgment to localize tone and content, not just translate
- Experience in customer experience (CX), customer operations, or 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 across multiple functions
