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Client Support Representative, APAC (English and Chinese Speaking)
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Media Intelligence


Customer Service


Entry level

Location: Shanghai

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Contact Person
Jessie Qin

Job Description

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

Client 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 Client Support Representative 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 which involves representing the Meltwater services to existing clients across Asia Pacific.

With Meltwater’s culture and dynamic environment, this is the perfect opportunity for individuals with international experience to develop your 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 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 a 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

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

Founded in Oslo in 2001 before moving our headquarters to San Francisco in 2006, Meltwater is the global leader in media intelligence, with over 2,000 employees globally and 30,000 corporate clients. Our innovative products help businesses extract insights from billions of online conversations and articles – we call it Outside Insight.

Unique Culture

For over fifteen years, Meltwater has maintained a very unique culture, based on a foundation and belief in people and the potential they possess, regardless of experience. Like many entrepreneurially focused companies, Meltwater employees embody the work-hard, play-hard spirit. Whether you meet an employee from San Diego or Hong Kong, you will likely discover many similarities in terms of their achievements, focus and superior communication skills.

Our office spaces are collaborative, open working environments in which teamwork, learning, and fun are the day-to-day norms. Each office consists of a number of small teams, ensuring that all of our employees have easy and frequent exposure to their managers and can quickly learn from those around them.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.

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