Onsite Customer Service (Mandarin Required)

Think Academy US•San Jose, CA

8d•$50,000 - $74,000•Onsite

About The Position

Think Academy US, a subsidiary of TAL Education Group, provides K–12 extracurricular learning services through technology-enabled teaching. The Customer Service Representative supports enrolled students and their families throughout the learning journey, with a focus on timely, accurate, and professional assistance across communication channels. The role requires fluent Mandarin and is based in San Jose, California. The posting also describes the position as a Customer Success Specialist responsible for helping establish the customer success journey and maintaining a high standard of service. This is a full-time, 40-hour-per-week position. The listed schedule is Monday through Saturday, 1:00 p.m.–10:00 p.m., with a break from 6:00 p.m.–7:00 p.m.; one weekend date is required. Sundays are work-from-home. Compensation is $25–$28 per hour plus performance-based commission, with targeted annual compensation of $50,000–$74,000. Benefits include a 401(k) match and health, vision, and dental insurance.

Requirements

Bachelor's degree or above.
Fluent Mandarin communication skills, including speaking and writing.
Ability to read English at an intermediate level; CET-4 or equivalent is preferred.
Comfortable working long-term evening shifts in a remote work environment.
Must have a personal computer and reliable internet connection.
Strong communication, problem-solving, and interpersonal skills.
Customer-focused and detail-oriented, with the ability to handle parent inquiries and concerns patiently and professionally.

Nice To Haves

Prior experience in customer service, student services, academic advising, class management, or educational administration.
Experience in the education industry.
CET-4 or equivalent English-reading qualification.

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 provide professional guidance and assistance.
Monitor student progress and parent needs to support 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 with teaching and operations teams to improve service processes and the overall customer experience.