Bilingual Web Operations & Technical Support Specialist - Mandarin/Engli

1. Website and Platform Operations

• Monitor the daily operation of the customer website, agent portal, and administrative platform.
• Regularly test critical workflows, including registration, login, AI consultation, document upload, lead submission, account permissions, notifications, and dashboard functions.
• Identify broken pages, loading problems, login failures, permission issues, workflow errors, and other system abnormalities.
• Check the platform across desktop, mobile, and major web browsers.
• Help ensure website content, links, forms, and system functions remain accurate and operational.

2. Technical Issue Identification and Initial Troubleshooting

• Reproduce technical issues reported by customers, agents, or internal team members.
• Determine whether an issue may be related to the user account, browser, device, frontend, backend, API, database, permissions, or third-party service.
• Collect screenshots, screen recordings, browser details, timestamps, error messages, and reproduction steps.
• Use basic browser developer tools when needed to review console errors and network requests.
• Escalate technical problems with complete and organized supporting information.

3. Coordination With the China-Based Development Team

• Serve as the primary communication bridge between the U.S. business team and the development team in China.
• Translate business requirements and technical issues clearly between Mandarin Chinese and English.
• Prepare detailed bug reports, feature requests, acceptance criteria, and testing feedback.
• Track development tasks, bug fixes, release schedules, and unresolved issues.
• Follow up with developers until problems are properly resolved.
• Confirm that the final technical solution meets the original business requirement.

4. Quality Assurance and Release Testing

• Test new features and system updates before production release.
• Perform user acceptance testing for customer, agent, and administrative workflows.
• Verify completed bug fixes and identify regression issues.
• Maintain test cases, test results, release checklists, and defect records.
• Help prevent untested or incomplete functions from being released to customers.
• Report critical issues immediately to management and the development team.

5. Technical Account and Vendor Coordination

Assist with the organization and monitoring of company-controlled technology accounts, including:

• Domain and DNS services
• Website hosting and cloud services
• Business email systems
• SMS and email notification providers
• AI and language model APIs
• Analytics and tracking tools
• Customer support systems
• Code repositories and development documentation
• Third-party software subscriptions

The employee will not necessarily serve as the system administrator for every service but must help maintain accurate account, access, vendor, and renewal records.

6. Documentation and Reporting

• Maintain a centralized bug and issue tracker.
• Document system workflows and internal operating procedures.
• Prepare weekly reports on open issues, completed fixes, platform stability, and development progress.
• Maintain records of system releases and major platform changes.
• Assist with the preparation of user instructions and internal training materials.
• Record major incidents, root causes, corrective actions, and preventive measures.

7. Web Operations and Content Support

• Update website text, images, landing pages, announcements, and basic content through a content management system when required.
• Check website forms, links, buttons, and customer conversion paths.
• Coordinate website content changes with management and developers.
• Ensure Chinese and English website content is displayed correctly.
• Assist with basic website usability and conversion improvement.

8. Digital Marketing Support

Digital marketing is not the primary responsibility of this position, but candidates with relevant experience may also assist with:

• Basic search engine optimization
• Google Analytics and website traffic reporting
• Google Search Console
• Landing page performance
• Email marketing coordination
• Social media campaign tracking
• Online lead source tracking
• Website conversion analysis
• Basic content publishing
• Coordination with outside marketing vendors

NEXSURE is an emerging technology company developing an AI-assisted digital insurance platform.

We are seeking a bilingual Mandarin Chinese and English professional to support the daily operation of our web platform, identify and document technical issues, perform functional testing, coordinate with our development team in China, and help maintain a reliable online user experience.

This is not primarily a software engineering position. However, the successful candidate must be technically capable, detail-oriented, and able to understand how websites, administrative systems, APIs, databases, and third-party services work together.

Experience in web operations, digital marketing, SEO, website analytics, or online customer acquisition is a strong plus., * Professional fluency in both Mandarin Chinese and English, including written and verbal communication.

• Minimum of two years of experience in one or more of the following areas:
• Web operations
• Website administration
• Technical operations
• SaaS platform support
• Software quality assurance
• IT support
• Technical customer support
• Product operations
• Software implementation
• Technical project coordination
• Ability to clearly reproduce, document, and communicate technical problems.
• Basic understanding of websites, frontend and backend systems, APIs, databases, user accounts, and permission structures.
• Experience testing websites on desktop and mobile devices.
• Strong attention to detail and ability to identify inconsistencies.
• Ability to manage multiple open issues and follow them through resolution.
• Ability to work independently and communicate across U.S. and China time zones.
• Strong organizational, documentation, and follow-up skills.

Preferred Qualifications

• Experience with website operations and digital marketing.
• Experience with SEO, Google Analytics, Google Search Console, or Google Tag Manager.
• Experience with WordPress, Wix, Webflow, Shopify, or another content management system.
• Experience using Jira, ClickUp, Asana, Trello, Monday.com, or similar task-management tools.
• Basic familiarity with REST APIs, JSON, webhooks, and API testing tools.
• Experience using browser developer tools.
• Familiarity with GitHub or another source-code repository.
• Experience with cloud platforms, website hosting, DNS, and domain management.
• Experience with CRM, fintech, insurance technology, or other regulated digital platforms.
• Experience coordinating with outsourced or overseas software development teams.
• Experience with email marketing, online advertising, social media marketing, or lead tracking.
• Basic understanding of data privacy, user permissions, and secure handling of customer information., * Associate degree or bachelor's degree preferred.
• Relevant professional experience may substitute for formal education.
• Degrees in information systems, computer science, business technology, marketing, communications, project management, or a related field are helpful but not required.

Pulled from the full job description

• Parental leave
• Health insurance
• Paid time off
• Dental insurance
• Flexible schedule, * Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave