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Product Support Expert, APAC (English and Chinese Speaking) - Xi'an based
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Media Intelligence


Customer Service



Application Deadline: April 30, 2022

Location: Xi'an

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Contact Person
Rufus Li

Job Description

Product Support Expert, APAC (English and Chinese Speaking)

Product Support Team, Meltwater APAC
Xi'an based (Remote role)

About us

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality.

Meltwater is recognized as a great place to work for talents globally. We have won several Top Employer awards worldwide and most recently been accredited as“Asia's Best Multinational Workplaces 2018”, “Best Companies to Work For in Hong Kong 2018”, “Best Companies to Work For in Greater China 2018” by Great Place to Work™.

Meltwater operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs. Learn more on https://www.meltwater.com/ and https://outsideinsight.com/

Our Culture
Our culture is based on a fundamental belief in people and the potential they possess.

  • We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset
  • We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent
  • We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones.

Check out our career site to learn more - https://www.meltwatercncareer.com

Meet with the team
The Product Support Team at Meltwater is part of our Client Experience department which consists of passionate and young people who take pride in going the extra mile to deliver outstanding service via our high standard and focus.

About this role
The English and Chinese speaking Product Support Expert is an entry-middle level position within our International Program under our Client Experience division. You will be the first point of contact for helping our clients and work closely with our Client Success, Client Experience and Product Management team all over APAC, from Australia, Japan, Singapore, and China. It is a business-to-business support role that involves representing the Meltwater services to existing clients across the Asia Pacific.
With Meltwater’s culture and dynamic environment, this is the perfect opportunity for individuals with international experience to develop their communication and consulting skills, while working for a fast-paced company that focuses on employee progression and culture.

What you will be doing?

  • You’ll deliver excellent customer service and help our customers across the Asia Pacific through our online communication channels
  • Troubleshooting and consult on Meltwater's best practices to existing client's queries
  • Become a product knowledge expert on our SaaS platforms
  • Serve as a liaison between our technical team and account management team
  • Collaborate with your team to achieve your collective and individual monthly and quarterly goals
  • Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation
  • Participate in team culture!

What we would like to see from you

  • At least 1 year of Customer service experience
  • Fluent in written English and Chinese (Simplified or Traditional). You possess strong and exacting writing skills, with strong attention to detail
  • Tech-savvy
  • Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities
  • You are a team player and willing to put others first
  • Strong desire and willingness to learn
  • Eligibility to work in Mainland China
  • This position is working remotely in Qingdao, Xi’an, Hangzhou, Suzhou or Chengdu

The perks of working with us!

  • International clients and awesome coworkers
  • Competitive Package including social insurances
  • 20 paid annual leave
  • Fun, ambitious and international working environment
  • Fun team outings
  • Well stocked kitchen with lots of snacks and drinks
  • And more…
About the company

About Meltwater

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. Over 30,000 of the world’s most respected brands rely on Meltwater to help inform their marketing & communications strategies and executive decision making. With over 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner offering best-in-class support through our local customer success teams.

Our Belief in People

For almost 20 years, Meltwater has maintained a very unique culture based on a foundation and belief in people and the potential they possess, regardless of experience. Our motto? When you have the right people in the right working environment, great things happen. There are 2,000 members of the Meltwater family residing in 55 offices across 25 countries around the world. No matter what office you’re in, you’ll be surrounded by the best colleagues you’ve ever had.

Meltwater employees embody the work-hard, play-hard spirit through our 3 core values - Moro (fun), Enere (number one) and Respekt (respect). These founding principles stem from our Norwegian roots and are why Meltwater has been named a Great Place to Work in several markets across the globe. We have high energy, open concept offices that thrive on teamwork and collaboration. We ensure our employees have easy access to management and learn quickly from those around them.

At Meltwater, the average isn’t good enough. Our goal is to build a groundbreaking company where our people aspire to exceed their personal expectations. We only promote our leadership team from within the company, and our goal is to facilitate your long-term professional growth.

We keep our entrepreneurial spirit alive within every team and every department — delighting in hard work and relishing the feeling of accomplishment that comes with it.


Our values are at the core of our culture, and they can be summed up by the acronym MER, which means more in Norwegian. These values are our commitment to our employees and our customers.

  • Moro [‘mo(·)ro]
    Norwegian for “Fun.” We believe that in order to become successful as a whole, we should all enjoy ourselves. That’s why we promote a fun, collaborative working environment.
  • Enere [‘e nðr’e]
    Norwegian for “Number One.” At Meltwater, average isn’t good enough. Our goal is to build a groundbreaking company supported by a thriving culture in which our people aspire to exceed their personal expectations.
  • Respekt [re’spekt]
    Norwegian for “Respect.” We believe it matters how a company or an individual becomes number one. Striving to be the best doesn’t mean sharp elbows: we should all treat our colleagues and customers with respect and humility.
  • MER
    An acronym for Moro, Enere and Respekt, which creates the Norwegian word “More.” We celebrate our victories without losing our drive to improve — whether in reaching personal goals or corporate milestones. Though simple on the surface, our values guide us in everything we do, from how we prioritize our objectives and make decisions to how we clarify expectations and measure our success.

Visit our Careers Page and find out more!

Global: https://careers.meltwater.com/

Greater China: https://www.meltwatercncareer.com/

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