线下客服专员

Think Academy US; San Jose (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Think Academy US in San Jose, CA is seeking a Mandarin-speaking Customer Success Specialist to guide parents and students through the learning journey, and to own the user experience. You will deliver timely, accurate, professional support across chat, email, WeChat, and phone, ensuring every interaction reflects high standards.

You will resolve urgent or complex cases, document recurring issues, collaborate with internal teams to improve workflows, and contribute to initiatives that optimize

Qualifications

• Experience in customer service, customer success, education support, or similar roles.
• Fast learner with the ability to understand complex processes, policies, and product details.
• Strong problem-solving skills with the ability to stay calm under pressure.
• Excellent communication—clear, professional, and empathetic.
• Highly organized, detail-oriented, able to manage multiple tasks in a fast-paced setting.
• Ownership mindset toward user experience and families' learning journey.
• Tech-savvy with multi-channel communication tools.

Responsibilities

• Serve as primary contact for current parents and students via chat, email, WeChat, and phone.
• Respond to inquiries about courses, progress, planning, activities, exams, accounts, and platform usage.
• Handle urgent or complex cases with ownership, find solutions, and ensure resolution.
• Guide customers through the learning journey to ensure a smooth, positive experience.
• Document issues, identify recurring patterns, collaborate with internal teams to improve workflows.
• Maintain high service quality, empathy, and professionalism in every interaction.
• Contribute to success initiatives and user-experience optimization projects.

Skills

Mandarin fluency

Customer service

Communication

Problem solving

Ownership

Job description

Mandarin speaking and writing is required for this position.

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 students' learning experiences, take full ownership of user experience, learn quickly, handle complex situations, and consistently deliver 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.

Responsibilities

• Serve as the primary contact for current parents and students, providing timely and professional support via chat, email, WeChat, and phone.
• Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication.
• Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved.
• Guide customers through the learning journey and help ensure students receive a smooth and positive learning experience.
• Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of service quality, empathy, and professionalism in every interaction.
• Contribute to customer success initiatives, operational improvements, and user‑experience optimization projects.

Work Hours

• Day shift:
  • Mon‑Fri: 10am‑7pm
  • Sat‑Sun: 8:30am‑5:30pm
• Candidates who are available Fri‑Sun will be given priority.

Qualifications

• Previous experience in customer service, customer success, education support, or similar customer‑facing roles is highly desired.
• Fast learner with the ability to understand complex processes, policies, and product details.
• Strong problem‑solving skills with the ability to stay calm under pressure and think clearly in urgent situations.
• Excellent communication skills—capable of explaining information simply, professionally, and empathetically.
• Highly organized, detail‑oriented, and able to manage multiple tasks in a fast‑paced setting.
• Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families.
• Tech‑savvy and comfortable using multiple communication tools and internal systems.
• Excellent verbal and written communication skills.
• Fluency in Mandarin is required; proficiency in English communication is essential.

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.