About the Job
Job Title: Customer Success Specialist (Mandarin Required)
Pay Range: $20-25/hour + performance-based commission , targeted $50K-$74K/year
Mandarin Speaking and writing is required for this position
Key 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.
40 hours per week
5am-1pm or 12pm-8pm PST
Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority consideration.
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.
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.
