Onsite Customer Success Specialist (Mandarin Required)
About The Position
Think Academy US, a subsidiary of TAL Education Group, is an Ed-Tech company providing K-12 extra-curricular learning services. We focus on fostering critical thinking, logic skills, and goal achievement through innovative teaching. This role is critical to ensuring customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels. The Customer Success Specialist will set up the customer success journey, be passionate about supporting student learning, take ownership of user experience, learn quickly, handle complex situations, and consistently deliver a high standard of service.
Requirements
- Bachelor's degree or above.
- Fluent Mandarin communication skills; able to read English at an intermediate level (CET-4 or equivalent 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, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.
Nice To Haves
- Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
- Experience in the education industry is a plus.
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 continuously improve service processes and the overall customer experience.
Benefits
- 401(k) Match
- Health, vision, dental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
