Customer Success Specialist

Location: Remote
Job type: Full-time Contractor

About the role

Think Academy US, a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is an education technology company providing K-12 extracurricular learning services through science and technology. We foster children’s critical thinking and logic skills to help them fulfill their goals using innovative teaching techniques. Each week, over 6 million students are enrolled in TAL’s online and offline education platform.

We are seeking a high-energy, high-potential Customer Success Specialist to establish the customer success journey. This role is critical to ensuring our customers (primarily parents) receive timely, accurate, and professional assistance across multiple communication channels. Mandarin speaking and writing is required.

Responsibilities

• Serve as the primary contact for 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 customers 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.

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.
• Fluency in Mandarin is required; proficiency in English communication is essential.

Schedule

• Day shift: Mon–Fri: 10:00 AM–7:00 PM, Sat–Sun: 8:30 AM–5:30 PM
• Night shift: 3:00 PM–12:00 AM

Candidates who are available Fri–Sun will be given priority.

Pay

$20–25/hour