Onsite Customer Service (Mandarin Required)

Think Academy US; San Jose (CA); Remote; USD 52,000 - 74,000; Full time

Benefits offered by this job

401(k) Match

Job summary

Think Academy US is seeking a high-energy Customer Success Specialist to set up the customer success journey for K-12 learners in a remote environment. The role focuses on supporting families, resolving inquiries, and ensuring a positive learning experience.

Key responsibilities include coordinating with teaching and operations teams, handling scheduling changes, and maintaining strong customer relationships.

Qualifications

• Bachelor's degree or above required.
• Fluent Mandarin communication and reading English (CET-4 or equivalent) preferred.
• Willing to work evening shifts in a remote environment.
• Must have a personal computer and reliable internet.
• Prior customer service, student services or educational administration experience preferred.
• Experience in education industry is a plus.

Responsibilities

• Provide ongoing support to enrolled students and parents across the learning journey.
• Serve as a trusted contact for families, offering professional guidance.
• Monitor student progress and assist with course scheduling and changes.
• Handle parent feedback empathetically and collaborate with internal teams.
• Document feedback and partner with teaching/operations to improve processes.

Skills

Mandarin fluency

English reading (CET-4)

Customer service

Strong communication

Problem solving

Interpersonal skills

Detail oriented

Patience

Education

Bachelor's degree or above

Job description

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

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 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:

• 40 hours per week
  
  • Mon-Fri: 1pm-10pm (break from 6:00-7:00pm)
• $ 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.