Onsite Customer Success Specialist (Mandarin Required)

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service. This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.

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

Requirements

Mandarin speaking and writing required; Bachelor's degree or above; Fluent Mandarin communication skills; able to read English at an intermediate level; 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 have

Prior experience in customer service, student services, academic advising, class management, or educational administration preferred; Experience in the education industry is a plus; CET-4 or equivalent preferred; Weekend availability preferred; candidates with availability on Fridays and at least one weekend day will be given priority consideration

Benefits

Performance-based commission