Office Administrator ( Mandarin Required)

Think Academy Silicon Valley team is seeking a high-energy, detail-oriented, and service-driven Customer Service & Administrative Coordinator to support and enhance the customer success journey for our students and families. This role is ideal for someone passionate about education, customer experience, and operational support. The ideal candidate takes full ownership of the user experience, learns quickly, handles complex situations effectively, and consistently delivers a high standard of service. You will work closely with the education operations team to support parent communication, assist students throughout their learning journey, and help manage customer concerns and administrative operations professionally. This position plays a critical role in ensuring that parents and students receive timely, accurate, and professional assistance across multiple communication channels while maintaining smooth front desk and administrative operations.

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

Requirements

Fast learner with the ability to quickly 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 with the ability to explain information clearly, professionally, and empathetically; Highly organized, detail-oriented, and capable of managing multiple tasks in a fast-paced environment; Strong sense of ownership toward user experience and commitment to delivering the best possible outcomes for families; Comfortable using multiple communication tools and internal systems; Excellent verbal and written communication skills; Fluency in Mandarin Chinese is required; Proficiency in English communication is essential

Nice to have

Previous experience in customer service, customer success, education support, front desk operations, administrative support, or other customer-facing roles; Passionate about education, customer experience, and operational support