Client Service Associate (WFH, Transcription)

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.

The Role

You will manage mulitple active transcription projects at any given time. You're the bridge between clients and our freelancer network. You'll categorize projects by complexity and language, match them with the right transcriber, track delivery, and make sure clients get their files on time and on spec.

This is project management, not transcription work.

What You'll Do

Client Communication

• Get incoming transcription requests, assess complexity and turnaround needs
• Quote projects and set realistic timelines
• Answer client questions about project status and requirements
• Flag blockers or scope changes early

Project Coordination

• Load audio files into systems
• Match freelance transcribers to projects based on language, expertise, and availability
• Track 15–25 projects simultaneously without dropping balls
• Brief Client Service Managers on status and blockers
• Monitor costs and flag margin issues upfront
• Build and maintain relationships with your freelancer pool

Operations & Process

• Document workflows and identify bottlenecks in the transcription pipeline
• Develop processes that reduce turnaround time and improve accuracy
• Optimize resource allocation to maximize project margins
• Propose improvements to how projects move through the system

Quality & Delivery

• Review transcripts against templates and client requirements
• Work with freelancers on revisions if needed
• Deliver polished files on deadline

What You Need

• 2+ years in operations, project coordination, client-facing, or data management role (document control, customer service, HITL platforms, data annotation, or similar)
• Expert in Excel and Word
• Crystal clear written and verbal English
• Obsessive about detail and accuracy
• Comfort juggling multiple moving pieces
• Able to work independently and own problems

Nice to Have

• Background with HITL (human-in-the-loop) platforms or data annotation work (Remotasks, Toloka, Mindrift, etc.)
• Experience building scalable processes across distributed teams
• Track record optimizing workflows or reducing project turnaround
• Prior experience managing or coordinating with freelancers or contractors
• Fluency in French, Mandarin, or German (helps with client outreach and freelancer coordination)
• Global work experience across multiple timezones

Working Hours & Location

• You will follow local business hours and holidays
• This is a fully-remote role where you can work from home (WFH)
• Weekends and overnights shifts are available with a commensurate increase in compensation

Compensation & Benefits

• Competitive salary based on experience and location
• 15 days annual leave
• Healthcare insurance and other health benefits
• Annual allowance for professional development expenses

Work Authorization

We are hiring individuals only as contractors currently.

Interview Process

1 - submit your CV.

2 - watch your email for an invitation to our Videoask interview (A short case study is included).

3 - have a interview with our HR team (focus is the role's scope and working arrangement).

4 - meet potential co-workers (focus is to discuss your prior work and education experiences)

5 - final-round interview with our COO and/or CEO (focus is on your career fit)

bonus round - meet with a recent new joiner to ask any remaining questions