[Hiring] Customer Success Specialist @Think Academy

Role Description

The Customer Success Specialist (Mandarin Required) is responsible for providing ongoing support to enrolled students and parents, ensuring a positive learning experience throughout their journey.

• Customer Support:
  • Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues.
  • Serve as a trusted point of contact for families, delivering professional guidance and assistance.
• Student & Family Follow-Up:
  • Monitor student progress and parent needs.
  • 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 and implement solutions.
• Cross-Functional Collaboration:
  • Document customer feedback and service interactions accurately.
  • Partner closely with teaching and operations teams to improve service processes.

Work Hours: 40 hours per week, 5am-1pm or 12pm-8pm PST. Weekend availability is preferred.

Qualifications

• 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.
• 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.
• Tech-savvy and comfortable using multiple communication tools and internal systems.
• Fluency in Mandarin is required; proficiency in English communication is essential.

Requirements

• Excellent verbal and written communication skills.

Benefits

• Performance-based commission, targeted $50K-$74K/year.