Remote Mandarin-Speaking Customer Success Specialist

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

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.