Remote Customer Service Representative (Mandarin Required)

Think Academy US is a newly established education technology company focused on K-12 extra-curricular learning services. They are seeking a high-energy Customer Success Specialist to enhance the customer experience and support students and parents throughout their learning journey.

Responsibilities:

• Serve as the primary point of contact for students and parents via phone, email, chat, and WeChat
• Provide timely, accurate, and professional support regarding courses, scheduling, learning progress, account access, exams, events, and platform usage
• Guide families through the student learning journey and help create an exceptional customer experience
• Take ownership of customer concerns from start to resolution
• Handle complex or urgent situations with professionalism, empathy, and strong judgment
• Proactively identify solutions and ensure issues are fully resolved
• Document customer feedback and recurring issues
• Partner with academic, operations, and product teams to improve processes and user experience
• Contribute ideas that enhance customer satisfaction, retention, and operational efficiency
• Develop trusted relationships with students and parents
• Deliver a consistently high level of service and professionalism across every interaction
• Represent Think Academy's commitment to educational excellence and customer care

Requirements:

• Mandarin Speaking and writing is required for this position
• 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