Member Service Representative – Mandarin Blueprint | Jobspresso

About Us
Mandarin Blueprint is an immersive Chinese language learning platform and community. Our mission is to make Chinese simple and rewarding through remarkable online courses, coaching, and community. We are now looking for a highly organized and proactive Member Service Representative to support our operations and help streamline key business functions.

Our Core Values: At Mandarin Blueprint, our culture is built on shared values that guide how we work, learn, and grow together:

Heartfelt Dedication: To our members. To our team. To your career. We take time to teach others, share knowledge, and give birth to wisdom.

Help First: We lead with value before receiving it. We simplify the work of our team members by removing constraints and obstacles, and we find joy in solving problems for Chinese learners and teammates alike.

Humble Confidence: No arrogance. Know your stuff. Be open and vulnerable—no one is perfect. We actively pursue knowledge and continuous learning to improve our lives and careers.

Do What You Say: We fully deliver on what we commit to. We know ourselves and our limits, take responsibility, and blame no one. We finish what we start.

Role Overview
As one of our Member Service Representatives, you will be at the heart of our community and the primary point of contact for our members. You will play a critical role in ensuring every member feels supported, heard, and empowered on their language learning journey.

The ideal candidate possesses a genuine love for helping others, combined with the technical savvy to navigate a modern support stack. You are someone who finds joy in “problem-solving” and understands how to turn a frustrated member into a loyal advocate. You must be proactive, highly organized, and capable of managing a high volume of interactions with empathy and precision.

Responsibilities
– Help members and resolve their queries via (primarily) email support within 24-48 hours of receipt.
– Engage with our community of Mandarin language learners, providing assistance and answers via the Skool community, and moderating as necessary.
– Provide responses to member reviews and testimonials.
– Collect and address customer feedback/questions.
– Write, edit, and maintain knowledge base articles and member service resources.
– Collaborate with the team to support various internal team and customer projects, and work through member challenges.
– Complete quarterly rocks and weekly check-ins.
– Participate in team building activities.
– Work to complete team and individual rocks and manage them as necessary.
– Have a proactive approach and always strive to go above and beyond to delight members.

Qualifications
– Language Proficiency: C1 level or higher in English for seamless collaboration.
– Experience: 1+ year(s) in customer-facing roles (such as Customer Support or Customer Success).
– Technical Skills: Experience with Monday.com and Intercom (or similar products) is a plus.
– Operational Mindset: Strong attention to detail, excellent organizational and time management skills, and the ability to prioritize and manage time-sensitive tasks in a fast-moving environment.
– Ownership & Communication: You know how to own your areas of responsibility, keep your team lead updated on your status, and remain flexible enough to adapt to new needs as they arise.
– Problem Solving: Demonstrated ability to identify effective solutions. You are proactive and solutions oriented with experience working in ambiguity.
– Interpersonal Skills: Strong interpersonal skills and high emotional intelligence. You are empathetic, love helping others, and are a self-starter with a positive attitude.
– Environment: Professional work experience in a remote setting.

Schedule & Logistics
– Employment Type: Contractual
– Status: Full-time (40 hours per week)
– Availability: 5 days per week. We have a strong preference for schedules that include Saturdays.
– Mandatory Meeting: You must be available on Mondays at 9:00 AM US Eastern for our department Level 10 meeting.
– Location: 100% Remote.

Compensation Structure
– Rate: $15 to $18 per hour

Why Join Us?
– Opportunity to work with a fast-growing, community-driven educational platform.
– A flexible, remote role with room for growth and expansion of responsibilities.
– A collaborative and supportive team that values innovation and efficiency.

How to Apply
To apply, please submit your resume and cover letter by Friday, March 6th, 2026. Your application must include the following two components:

Part 1: Written Support Response Please provide concise written answers (200 to 300 words per question) to the following:
1. A member is angry because they can’t log in to their learning platform. How would you handle this?
2. A member asks for a refund on a product that doesn’t qualify under the Terms and Conditions. What would you say in an email response?

Part 2: Your Cover Letter We’re looking for people who genuinely connect with our mission and values, not just people who technically qualify for the role. That’s why we take cover letters seriously and ask applicants to use them to show why this role and Mandarin Blueprint are a good match for them. In your cover letter, please share a moment where you made another person’s day (professional setting).

We look forward to your application!