Onsite Customer Success Specialist (Mandarin Required)

Key

Responsibilities: Customer Support - 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. Student & Family Follow-Up - Monitor student progress and parent needs, ensuring a positive learning experience. - Assist with course scheduling, class changes, leave requests, and other academic support services.

Complaint Resolution - Handle parent feedback and concerns professionally and empathetically. - Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships. Cross-Functional Collaboration - Document customer feedback and service interactions accurately. - Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.

Qualifications - 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. - Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred. - Experience in the education industry is a plus. - Strong communication, problem-solving, and interpersonal skills. - Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Work Hours: - 40 hours per week - Mon-Fri: 10am-7pm - Sat-Sun:8:30am-5:30pm - Weekend availability is preferred, and candidates with availability on Fridays and at least one weekend day will be given priority consideration. Pay Range: - $ 25 -28/hour + performance-based commission , targeted $50K-$74K/year - Think Academy is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.