Customer Research Analyst (Mandarin Speaker)

A builder role, inside a traditional industry, on a small team that's creating a capability from scratch. The work is real, and the impact will be visible. You'll spend your days talking to real TIME customers: new subscribers finding their feet, long-time users, and people who've chosen to leave us. Your job is to understand what's actually happening in their lives, and turn those conversations into insight the business can act on.

Customer interviews - your core craft

• Run conversations across the full customer journey: acquisition, usage, and churn.
• Work within the hours: 10am to 7pm weekday window, when customers are most reachable.
• Build rapport quickly with strangers across age groups, regions, and backgrounds.
• Navigate difficult conversations with empathy — including with customers who've had a poor experience.

Make the interviews count - turn stories into problems worth solving

• Pr...