Client Service Associate (WFH, Interpretation)

About Us

Cadence (www.cadencetranslate.com) is a language services firm servicing the due diligence industry. We started in Beijing in 2014 and the types of clients we serve are expert networks, investment firms, consulting firms and market research firms. We are a remote-first company whose staff is located across multiple countries. Each individual is functionally aligned to one of three time zones (APAC, EMEA, Americas). We strive to promote internally whenever possible, so this is a limited opportunity to join a company that values ambitious and efficient professionals keen to develop their career.

Key Responsibilities

You are a project manager for our interpretation team. Your job title would be Associate on our Client Service team. The full career track associated with this role can be seen on our careers page.

You'll play a key role in ensuring clients' interpretation and market research needs are met with precision and efficiency. Your responsibilities will centre around three core areas: project management, client communication, and ad-hoc recruitment of specialized language professionals. As you master these core functions, opportunities may arise for managing more complex projects, assuming enhanced client-facing roles, and collaborating with Client Service Managers on strategic planning, furthering your growth within the Client Services team.

Our interpretation team covers both remote projects and on-site projects.

Note - this role is to manage interpretation projects, not to actually interpret on behalf of clients.

The Job

You will manage multiple projects per day.

Projects can begin and end on the same day (”I need an interpreter for a call at 8pm tonight”).

Or they can span several weeks (”I am hosting three focus groups in three Chinese cities and need moderators to facilitate the focus groups and translate the output into English”).
Here’s how you will interact with a project:

Scoping

• You will speak with clients via email, phone, or WeChat about their needs
• You will work with colleagues to ensure the client’s expectations for quality, speed, and cost are met
• You will identify colleagues to assist based on the relevant time zones or regions for the project

Matchmaking

• Your top responsibility is to identify the best linguist in our community for the client’s objective
• You will need to present that linguists’ experience in a relevant way for the project
• ... or you will need to recruit a new one if there isn’t an ideal match
• You will need to constantly evaluate profitability and client satisfaction

Executing

• You will need to sync up expectations between client(s) and linguist(s)
• You may need to chaperone calls to ensure they begin successfully
• You will need to speak with clients after projects to make sure they are satisfied

Key Requirements

• Bachelor’s degree in a related field
• Fluency in English. Fluency in an additional language is a bonus.
• Experience with Salesforce or similar CRM systems
• Excellent written and verbal communication and client service skills
• Strong organizational and multitasking abilities
• Ability to work under pressure in a fast-paced environment
• Ability to work effectively in both independent and team environments
• Goal-oriented, driven, and highly motivated to succeed & take on challenges
• Entry-level to intermediate-level candidates are welcome to apply: any relevant work experience is a plus

Working Hours & Location

• This is a fully-remote role where you can work from home (WFH)
• You will work either APAC, AMER or EMEA business hours, but wherever possible, it will be your local region (eg - LatAm applicants will work AMER hours)
• Weekends and overnights shifts are available with a commensurate increase in compensation.

Compensation & Benefits

• Salary commensurate with experience
• Paid time off
• Health insurance
• Annual allowance for professional development expenses