Remote Bilingual Customer Support (Thai/English) - Music Streaming

About the Company

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

What to Expect

As a member of this team, you'll manage multiple customer conversations simultaneously while navigating detailed workflows, researching knowledge base articles, and delivering an exceptional customer experience.

On a typical shift, you can expect to:

• Manage 5-6 simultaneous customer conversations
• Research and apply detailed workflows to resolve customer issues
• Switch quickly between multiple systems while maintaining accuracy
• Balance speed, quality, and attention to detail in a fast-paced environment
• Adapt to evolving policies and procedures as the platform continues to grow

If you enjoy multitasking, learning new processes, and keeping several moving pieces organized at once, you'll likely find this role both rewarding and engaging.

Project Commitments

• Self-schedule a minimum of 25 hours per week
• Of those 25 hours, 12 hours must be self-scheduled on Saturday and/or Sunday

Who We're Looking For

You'll be a great fit if you:

• Have previous experience providing customer support through high-volume inbound messaging
• Have successfully managed at least 4-6 simultaneous chat conversations in a previous role (experience managing 5+ chats is a strong plus)
• Learn new systems and workflows quickly
• Enjoy solving complex customer issues while following detailed procedures
• Have exceptional attention to detail, even while multitasking
• Stay calm and organized in fast-paced environments
• Communicate professionally and fluently in both Thai and English
• Are passionate about delivering thoughtful, personalized customer experiences

Workspace Requirements

• Windows 11 or macOS Sequoia/Tahoe laptop or desktop
• Willingness to install ModSquad security software and a two-factor authentication app on your mobile device
• Webcam or smartphone capable of capturing clear photos
• Stable broadband internet connection (minimum 40 Mbps)
• At least 8 GB RAM (16 GB recommended)
• Dual monitors are strongly recommended to efficiently manage multiple conversations and support tools

If you're someone who enjoys learning, thrives under pressure, and takes pride in delivering exceptional customer experiences in a fast-paced environment, we'd love the opportunity to learn more about your experience and discuss the role with you.

Please note: A Chromebook is not sufficient for ModSquad projects.