Remote Customer Service Representative (Mandarin) at Think Academy

Remote

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

EdTech, EducationIndustries

Requirements

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

Responsibilities

Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone
Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication
Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved
Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience
Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience
Maintain a high standard of service quality, empathy, and professionalism in every interaction
Contribute to customer success initiatives, operational improvements, and user-experience optimization projects

Skills

Key technologies and capabilities for this role

Customer ServiceChat SupportEmail SupportWeChatPhone SupportMandarinProblem SolvingCustomer Success

Questions & Answers

Common questions about this position

Is this customer service role remote?

Yes, the position is fully remote with no office requirements mentioned.

What are the work hours for this position?

Work hours are to be determined (TBD) for this full-time role of 30-40 hours per week.

What skills are required for the Customer Success Specialist role?

Key requirements include previous customer service experience, fast learning ability, strong problem-solving skills, excellent communication skills, high organization, and a strong sense of ownership.

What is the company culture like at Think Academy?

Think Academy emphasizes passion for supporting student learning, full ownership of user experience, high standards of service, empathy, and professionalism, while fostering critical thinking and innovative teaching through love and technology.

What makes a strong candidate for this role?

A strong candidate has customer service experience, especially in education, demonstrates fast learning, problem-solving under pressure, empathetic communication, organization in fast-paced environments, and strong ownership of user experience.