Customer Success Specialist (Mandarin Required)

Who We Are:

Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline.

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.

Work Hours:

• 40 hours per week
  • Mon-Fri: 10 AM - 7 PM
  • Sat-Sun: 8:30 AM - 5:30 PM
• Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority consideration.

How You can be Qualified:

• 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.