Onsite Mandarin Customer Success Specialist

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

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