Onsite Customer Success Specialist

Think Academy • San Jose, CA

7d • Onsite

About The Position

Think Academy US, a subsidiary of TAL Education Group, is an Ed-Tech company focused on K-12 extra-curricular learning. We aim to foster critical thinking, logic skills, and goal achievement through innovative teaching methods, believing that love and technology can enhance education. With millions of students on TAL's platform, Think Academy is seeking a passionate and high-potential Customer Success Specialist to manage the customer success journey. This role is crucial for providing timely, accurate, and professional assistance to our customers, primarily parents, across various communication channels, ensuring a positive learning experience.

Requirements

• Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired.
• Fast learner with the 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 — capable of explaining information simply, professionally, and empathetically.
• Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting.
• Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families.
• Tech-savvy and comfortable using multiple communication tools and internal systems.
• Excellent verbal and written communication skills.
• Fluency in Mandarin is required.
• Proficiency in English communication is essential.

Responsibilities

• Serve as the primary contact for parents and students, providing support via chat, email, WeChat, and phone.
• Respond to inquiries about courses, learning progress, study planning, activities, exams, account access, and platform usage.
• Handle urgent or complex cases with ownership, proactively finding solutions and ensuring full resolution.
• Guide customers through the learning journey to ensure a smooth and positive student experience.
• Document issues, identify patterns, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of service quality, empathy, and professionalism.
• Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed