Website PTP
AI-Driven Service. Human-Level Care.
Location: 100% Remote – Continental United States
Company: PTP
Department: Professional Services / Customer Experience
Employment Type: Full-Time
Salary Range: $65,000 – $75,000 USD
Industry: System Integration / Contact Center Technology / CX Consulting
Also See: Customer Service Support Representative
About PTP
PTP is a fast-growing system integrator specializing in strategic customer experience (CX) solutions for enterprise clients. We partner with organizations to optimize their contact center operations, streamline customer journeys, and deliver measurable business outcomes through data-driven consulting and advanced technology implementation.
We are a collaborative, entrepreneurial team that values analytical rigor, cultural fluency, and client impact. Our work is challenging, our tools are cutting-edge, and our culture is flexible yet high-performing.
We are seeking a bilingual Mandarin-English Customer Experience Analyst to join our Professional Services team and lead IVR optimization initiatives for clients serving Mandarin-speaking customer populations.
The Opportunity: Data-Driven CX Improvement
As a Customer Experience Analyst at PTP, you will be the bridge between raw call data and actionable business recommendations. Your primary focus will be analyzing IVR (Interactive Voice Response) interactions for clients with significant Mandarin-speaking customer bases.
You will listen to recorded calls (predominantly in Mandarin), identify friction points and inefficiencies, and apply modeling, statistical analysis, and process optimization techniques to develop high-impact recommendations. Every insight you uncover will be translated into a business case with clear ROI—directly shaping how our clients serve millions of customers.
This is a highly analytical, highly linguistic role. It requires equal parts technical rigor and native-level Mandarin fluency.
What You’ll Do
IVR Analytics & Optimization
-
Formulate and apply modeling and optimization methods to improve client IVR business operations and customer experience outcomes.
-
Utilize the AVOKE China Browser and contact center software platforms to analyze Mandarin-language call traffic.
-
Listen to, transcribe, and analyze recorded IVR interactions in Mandarin to identify customer effort drivers, containment failures, and automation opportunities.
-
Perform weekly call annotation and deep-dive studies to uncover trends and surface actionable insights.
Data Analysis & Reporting
-
Work with large, complex datasets to identify patterns and correlations tied to business and operational goals.
-
Drive business and technical requirements to continuously improve data analysis methodologies.
-
Monitor platform performance daily via automated alerts and dashboard reviews.
-
Track and report on contracted minutes and platform utilization monthly.
Recommendations & Client Delivery
-
Translate analytical findings into clear, compelling recommendations that reduce customer effort, improve first-call resolution, and optimize agent handling time.
-
Develop detailed business cases with ROI/impact modeling to justify proposed improvements.
-
Create client-facing presentations and collaborate with Project Managers and Team Leads to prepare executive-level summaries.
-
Maintain and update client configurations within the AVOKE Browser platform.
-
Partner cross-functionally with the Professional Services team to solve complex client challenges.
Linguistic & Cultural Fluency
-
Apply native-level Mandarin proficiency to listen, read, and analyze customer interactions with full cultural and linguistic nuance.
-
Ensure Mandarin-speaking customers receive an experience that is intuitive, respectful, and friction-free.
What You Bring (Required Qualifications)
Education & Experience
-
Bachelor’s degree in Operations Research, Industrial Engineering, Systems Engineering, or a directly related quantitative field.
-
24 months of experience in a substantially similar analytical role (may include graduate research, co-op, or professional experience).
Mandarin Fluency (Non-Negotiable)
-
Native or professional bilingual fluency in Mandarin Chinese (verbal and aural comprehension).
-
Ability to listen to complex customer service interactions in Mandarin and accurately interpret sentiment, intent, and friction points.
Technical & Analytical Skills
-
Proficiency with data analysis, statistical modeling, and process optimization methodologies.
-
Experience working with contact center technologies, IVR analytics platforms, or customer experience software (AVOKE Browser experience is a strong plus).
-
Comfort working with large datasets and deriving actionable business insights.
-
Strong Microsoft Excel and presentation development skills.
Soft Skills
-
Exceptional attention to detail and listening comprehension.
-
Clear written and verbal communication skills in both Mandarin and English.
-
Ability to work independently in a fully remote environment while collaborating closely with project teams.
-
Client-service orientation with a focus on delivering measurable value.
Why Join PTP?
Compensation & Flexibility
-
Competitive Salary: $65,000 – $75,000 USD base.
-
100% Remote (Continental US): Work from anywhere. No commute. No relocation.
-
Direct hire, not contract. Comprehensive benefits included.
Impact & Autonomy
-
Your recommendations directly influence enterprise CX strategies and customer experience outcomes.
-
Develop deep fluency in IVR analytics and bilingual CX optimization—a rare and highly marketable skill set.
-
Work alongside experienced Project Managers, Team Leads, and CX practitioners who value your contribution.
Culture & Growth
-
We move fast, think creatively, and reward initiative.
-
Results matter more than hours. We trust you to manage your time.
-
No two clients are the same. You will constantly learn, adapt, and grow.
Ready to Apply Your Mandarin Fluency and Analytical Rigor?
If you are a bilingual, quantitatively minded professional who wants to use data to improve the customer experience for millions of Mandarin-speaking callers, we want to hear from you.
Apply Now: PTP – Customer Experience Analyst (Mandarin/English)