Student Success & Front Desk Coordinator

Think Academy U.S; Cupertino (CA); On-site; USD 28,000 - 34,000; Full time

Job summary

Think Academy Silicon Valley is seeking a high-energy Administrative Assistant / Customer Service Representative to support students and families with timely, accurate service across chat, email, and phone. You will handle front desk duties, coordinate scheduling and communications, and work with operations to improve student experience.

Excellent communication, Mandarin fluency, and strong ownership of user experience are essential in this on-site role.

Qualifications

• Previous experience in customer service, customer success, education support, front desk operations, administrative support, or other customer-facing roles is highly preferred.
• Fast learner with the ability to quickly understand complex processes, policies, and product details.

Responsibilities

• Serve as the primary point of contact for current parents and students, providing timely and professional support via chat, email, WeChat, and phone.
• Welcome visitors at the front desk and answer inquiries from parents and students regarding courses, schedules, and services.
• Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage with professionalism and accuracy.
• Handle urgent or complex cases with strong ownership, proactively identifying solutions and ensuring issues are fully resolved.
• Guide families throughout the learning journey and help ensure students have a smooth and positive educational experience.
• Support daily administrative operations, including document handling, data entry, scheduling, email management, and phone communication.
• Document customer concerns, identify recurring issues, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of empathy, professionalism, and service quality in every interaction.
• Support customer success initiatives, operational improvements, and user experience optimization projects.

Skills

Customer service

Administrative support

Front desk

Communication

Multitasking

Ownership

Problem solving

Job description

Think Academy Silicon Valley is seeking a high-energy Administrative Assistant / Customer Service Representative to support students and families with timely, accurate service across chat, email, and phone. You will handle front desk duties, coordinate scheduling and communications, and work with operations to improve student experience.

Excellent communication, Mandarin fluency, and strong ownership of user experience are essential in this on-site role.