Onsite Customer Success Specialist (Mandarin Required) at Think Academy International Education in San Jose, CA

Job description

• Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.
• This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.

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.

Requirements

• Bachelor's degree or above.
• Fluent Mandarin communication skills; able to read English at an intermediate level (CET-4 or equivalent preferred).
• Comfortable working long-term evening shifts in a remote work environment.
• Must have a personal computer and reliable internet connection.
• Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
• Experience in the education industry is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Skills

Required

• Fluent Mandarin communication skills

Preferred

• Experience in the education industry

Benefits

• $25-28/hour + performance-based commission , targeted $50K-$74K/year
• 401(k) Match
• Health, vision, dental insurance