Customer Service Representative (Onsite, Mandarin Required) New San Jose, CA

Think Academy International; San Jose (CA); Hybride; USD 34 000 - 39 000; Plein temps

Avantages offerts par ce poste

401(k) Match

Résumé du poste

Think Academy International is hiring a Customer Success Specialist in San Jose, CA. The role focuses on guiding families through the student learning journey, resolving inquiries, and coordinating academic support with teaching and operations teams.

Qualified candidates will have a Bachelor's degree, fluent Mandarin, and strong communication skills. Evening hours apply; Sundays may be remote. Competitive hourly pay plus performance-based commissions.

Qualifications

• Bachelor's degree or above.
• Fluent Mandarin; reading English at CET-4 level or equivalent preferred.
• Willing to work long-term evening shifts in a remote environment.
• Own a personal computer and reliable internet connection.
• Prior experience in customer service or educational administration preferred.
• Experience in the education industry is a plus.
• Strong communication, problem-solving and interpersonal skills.
• Customer-focused, detail-oriented and patient with inquiries.

Responsabilités

• 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.
• Monitor student progress and parent needs, ensuring a positive learning experience.
• Assist with course scheduling, class changes, leave requests, and other academic support services.
• Handle parent feedback and concerns professionally and empathetically.
• Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.
• Document customer feedback and service interactions accurately.
• Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.

Connaissances

Mandarin fluency

English reading (CET-4)

Customer service experience

Strong communication

Problem solving

Interpersonal skills

Detail-oriented

Patience

Customer-focused

Formation

Bachelor's degree or above

Description du poste

San Jose, CA

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

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 pass i ona te 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.
• 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:

• Mon-Saturday: 1pm-10pm (break from 6:00-7:00pm)
• Sundays WFH
• $ 25 -28/hour + performance-based commission , targeted $50K-$74K/year
• 401(k) Match

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.