Onsite Customer Success Specialist

About the role

Think Academy US is a newly established education technology company within the TAL Education Group. Our mission is to enhance educational outcomes for K-12 students through innovative teaching methods and technology.

Responsibilities

• Serve as the primary point of contact for current parents and students, providing timely and professional support via chat, email, WeChat, and phone.
• Respond to 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.
• Excellent verbal and written communication skills.
• Fluency in Mandarin is required; proficiency in English communication is essential.

Qualifications

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

Skills

• Customer service skills
• Problem-solving skills
• Communication skills
• Organizational skills
• Technical proficiency

Benefits

• Flexible work schedule: Day shift: Mon-Fri: 10am-7pm, Sat-Sun: 8:30am-5:30pm
• Paid time off
• Professional development opportunities

Pay

$20-25/hour

Schedule

Day shift: Mon-Fri: 10am-7pm, Sat-Sun: 8:30am-5:30pm