Customer Service Representative (Onsite, Mandarin Required)

Think Academy U.S; San Jose (CA); Remote; USD 34,000 - 39,000; Full time

Benefits offered by this job

401(k) Match

Health insurance

Vision insurance

Dental insurance

Job summary

Think Academy US is hiring a Customer Service Representative to support families and students in San Jose, CA. The role requires Mandarin fluency, a bachelor’s degree, and comfortable evening shifts in a remote-capable environment.

You will handle inquiries, guide families, and coordinate with teaching and operations to ensure a smooth learning journey. The position offers full-time hours, a competitive hourly rate plus commissions, and a benefits package including 401(k) matching and health

Qualifications

• Mandarin proficiency is required.
• Bachelor’s degree or higher.
• Strong communication and interpersonal abilities.
• Detail-oriented with customer-focused mindset.

Responsibilities

• Provide ongoing support to enrolled students and parents across channels.
• Serve as a trusted contact for families and offer guidance.
• Monitor student progress and assist with class scheduling and changes.
• Handle parent feedback, investigate issues, and coordinate with teams.
• Document interactions and collaborate with teaching and operations to improve service.

Skills

Fluent Mandarin

Customer service

Communication

Interpersonal skills

Education

Bachelor's degree

Job description

Job Title: Customer Service Representative (Mandarin Required)

Location: San Jose, CA

Job Type: Full-Time, 40hrs/week (W2)

Pay Range: $25-28/hour + performance-based commission , targeted $50K-$74K/year

Mandarin Speaking and writing is required for this position

Who We Are:

Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.

This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.

Key Responsibilities:

Customer Support

• Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey.
• Serve as a trusted point of contact for families and deliver professional guidance and assistance.

Student & Family Follow-Up

• Monitor student progress and parent needs, ensuring a positive learning experience.
• Assist with course scheduling, class changes, leave requests, and other academic support services.

Complaint Resolution

• Handle parent feedback and concerns professionally and empathetically.
• Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.

Cross-Functional Collaboration

• Document customer feedback and service interactions accurately.
• Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.

Qualifications

• Bachelor's degree or above.
• Fluent Mandarin communication skills; able to read English at an intermediate level (CET-4 or equivalent preferred).
• Comfortable working long-term evening shifts in a remote work environment.
• Must have a personal computer and reliable internet connection.
• Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
• Experience in the education industry is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Work Hours:

• 40 hours per week (one weekend date required)
• Mon-Saturday: 1pm-10pm (break from 6:00-7:00pm)
• Sundays WFH

Compensation & Benefits:

• $25-28/hour + performance-based commission , targeted $50K-$74K/year
• 401(k) Match
• Health, vision, dental insurance
• Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.