Remote Customer Service Representative

Job Title: Customer Success Specialist

Location: Remote

Job type: Full-time Contractor

Pay Range: $20-25/hour

Mandarin Speaking and writing is required for this position

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 education platform.

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.

What You Will Do:

• Support Students & Parent Success
  • 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.
• Solve Problems & Drive Outcomes
  • 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.
• Improve the Customer Experience
  • 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.
• Building Relationships
  • 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.

Work Hours:

• Mon-Fri: 10am-7pm
• Sat-Sun:8:30am-5:30pm
• Candidates who are available Fri-Sun will be given priority

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.

Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.