Remote Customer Service Representative (Mandarin Required)

Think-Academy-U; San Jose (CA); Remote; USD 41,000 - 74,000; Full time

Job summary

Think Academy US is seeking a Customer Success Specialist (Mandarin Required) to support enrolled students and families in a remote, contractor-capacity role. You will handle inquiries, scheduling, and family communications to ensure a high-quality learning experience.

Mandarin fluency and strong communication are essential, with a focus on responsive, empathetic support and cross-team collaboration to continuously improve student outcomes.

Qualifications

• Experience in customer service, customer success, or education support is highly desired.
• Fast learner with 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 — able to explain information simply, professionally, and empathetically.
• Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting.
• Strong ownership toward user experience and delivering the best outcomes for families.
• Tech-savvy and comfortable using multiple communication tools and internal systems.
• Fluency in Mandarin is required; English communication is essential.

Responsibilities

• 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 improve service processes and the overall customer experience.

Skills

Mandarin fluency

Customer service

Communication

Problem solving

Organization

Job description

Remote

Job Title: Customer Success Specialist (Mandarin Required)

Location : Remote

Job type : Full-time Contractor

Pay Range : $ 20 -2 5 /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.

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.

Work Hours:

• 40 hours per week
  • 5am-1pm or 12pm-8pm PST
• Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority consideration.

How You can be Qualified:

• 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.