Mandarin speaking VIP Specialist Lead – Remote (US-based hours preferred)

We’re looking for a high-performing VIP Specialist Lead to drive our restaurant partner retention strategy and elevate the VIP client experience. This is a leadership-track role that sits at the intersection of customer success, operations, and strategic relationship management — perfect for someone who thrives in fast-paced, multicultural environments. Key Responsibilities • Strategic Retention: Design and lead initiatives to improve retention of our highest-value restaurant clients. • Client Engagement: Maintain close, proactive relationships with VIP clients, understanding their evolving needs and recommending solutions. • Team Leadership: Oversee a small team of VIP specialists (future-facing), ensuring performance, motivation, and development. • Cross-functional Liaison: Collaborate with Operations, Finance, Marketing, and Sales to ensure VIP programs are aligned with business objectives. • Insights & Reporting: Analyze trends and feedback to propose improvements to processes, perks, and overall satisfaction. • New Initiatives: Help define and test scalable VIP perks/programs as we grow beyond Chinese cuisine into broader US-based restaurant segments. Qualifications • Bilingual fluency in English and Mandarin (or strong familiarity with Chinese restaurant culture in the US). • 3+ years in a customer success, client relationship, or account management role (experience with restaurant industry or food platforms a big plus). • Comfortable with tools like Excel, Google Sheets, and CRM systems; bonus if familiar with BI tools. • Strong communication skills and a problem-solving mindset. • Able to thrive in ambiguity and drive improvements independently. Job Details • Location: Remote (preferably able to work at least 6 hours/day in US time zones 10am-12am). • Compensation: Starting from USD $18–$25/hour depending on experience, with growth opportunities. Type: Full-time contractor. Job Types: Full-time, Contract Pay: $18.00 - $25.00 per hour Expected hours: 30 – 40 per week Benefits: • Flexible schedule Language: • Mandarin (Required) Work Location: Remote