Customer Service Lead [ Mandarin Required ]

About the role

The Customer Success Specialist will lead, mentor, and support a small customer service team, ensuring exceptional service is provided to students, parents, and visitors. They will handle escalated customer concerns and foster a positive, collaborative, and service-oriented team culture.

Responsibilities

• Team Leadership & Customer Service
• Lead, mentor, and support a small customer service team.
• Ensure exceptional service is provided to students, parents, and visitors.
• Maintain high customer satisfaction standards.
• Handle escalated customer concerns and provide effective resolutions.
• Affiliate with staff scheduling, training, and onboarding.
• Foster a positive, collaborative, and service-oriented team culture.
• Administrative & Operations Support
• Manage student records, enrollment documentation, and data entry.
• Support class scheduling, attendance tracking, and daily campus operations.
• Prepare reports and maintain accurate operational records.
• Affiliate with administrative tasks, office organization, and document management.
• Cook up with teaching, sales, and operations teams to ensure smooth communication and execution.
• Cook up with campus events, parent meetings, and educational programs.
• Process Improvement
• Identify opportunities to improve customer service and operational efficiency.
• Develop and implement best practices for customer support and administrative processes.
• Affiliate with management with operational projects and business initiatives.

Requirements

• Fluent in both English and Mandarin Chinese (Chinese language proficiency is required).
• Applicants must be legally authorized to work in the United States at the time of hire and throughout their employment.
• 1+ years of experience in customer service, administration, operations, or a related field.
• Previous experience leading or supervising a small team.
• Strong interpersonal, communication, and conflict-resolution skills.
• Excellent organizational and multitasking abilities.
• Strong attention to detail and ability to work in a fast-paced environment.
• Proficiency in Microsoft Office and Google Workspace.

Qualifications

• Required
• Preferred

Benefits & Perks

• Competitive compensation ($25–$35/hour based on experience)
• Comprehensive Medical, Dental, and Vision Insurance
• 401(k) Retirement Savings Plan
• Paid Sick Leave in accordance with company policy
• Professional Development and Training Opportunities
• Leadership Growth Opportunities within a fast-growing organization
• Supportive, mission-driven team culture
• Opportunity to help students and families achieve academic success