Remote Customer Service Representative (Mandarin Required)

Think Academy US is an education technology company and subsidiary of TAL Education Group that provides K-12 extracurricular learning services. The Customer Success Specialist will support students and parents, monitor learning needs, assist with academic services, resolve complaints, and collaborate with internal teams to improve the customer experience.

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:

• 40 hours per week
  • Mon-Fri: 10 AM - 7 PM
  • Sat-Sun: 8:30 AM - 5:30 PM
• 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
• 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