Onsite Customer Service (Mandarin Required)

Think Academy•San Jose, CA

1d•Onsite

About The Position

Think Academy US, a TAL Education Group subsidiary, is an education technology company providing K-12 extracurricular learning services. The Customer Service Representative supports enrolled students and their parents throughout the learning journey, providing timely, accurate, and professional assistance across communication channels. The role focuses on positive customer experiences, student and family follow-up, resolving concerns, and coordinating with teaching and operations teams. The position is based in San Jose, California, and is listed as full-time, 40 hours per week. The schedule is 1 p.m.–10 p.m. Monday through Saturday, with a 6–7 p.m. break; one weekend day is required, and Sundays are work from home. The posting also describes the role as involving long-term evening shifts in a remote work environment. Compensation is $25–$28 per hour plus performance-based commission, with targeted annual earnings of $50,000–$74,000.

Requirements

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

Nice To Haves

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

Responsibilities

Provide ongoing support to enrolled students and parents, promptly responding to inquiries and resolving issues throughout the learning journey.
Act 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.
Work with internal teams to investigate issues, implement solutions, and maintain customer relationships.
Accurately document customer feedback and service interactions.
Partner with teaching and operations teams to improve service processes and the overall customer experience.