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Jobs · Information Technology · California

Onsite Customer Success Specialist (Mandarin Required)

Think Academy U.S · San Jose, CA · 1 mo ago
On-siteInformation Technology$25–$28/hrFull-time

Location: San Jose, CA | Job Type: Full-Time, 40hrs/week (W2)

About the Company

Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is a recently established education technology (Ed-Tech) company providing K-12 extra-curricular learning services through science and technology. Think Academy offers full‑cycle service to foster local children’s critical thinking, strengthen logic skills, and help them achieve their goals via innovative teaching techniques. The company believes love and technology can make education better, serving over 6 million students weekly across TAL’s online and offline platforms. Think Academy is seeking a high‑energy, high‑potential Customer Success Specialist to set up the customer success journey, passionate about supporting student learning experiences, taking full ownership of user experience, learning quickly, handling complex situations, and delivering a high standard of service.

Responsibilities

  • Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey.
  • Serve as a trusted point of contact for families and deliver professional guidance and assistance.
  • Monitor student progress and parent needs, ensuring a positive learning experience.
  • Assist with course scheduling, class changes, leave requests, and other academic support services.
  • Handle parent feedback and concerns professionally and empathetically.
  • Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.
  • Document customer feedback and service interactions accurately.
  • Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.

Qualifications

  • Bachelor's degree or above.
  • Fluent Mandarin communication skills; able to read English at an intermediate level (CET‑4 or equivalent preferred).
  • Comfortable working long‑term evening shifts in a remote work environment.
  • Must have a personal computer and reliable internet connection.
  • Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
  • Experience in the education industry is a plus.
  • Strong communication, problem‑solving, and interpersonal skills.
  • Customer‑focused, detail‑oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Work Hours

40 hours per week, Mon‑Fri: 1pm‑10pm (break from 6:00‑7:00pm)

Compensation & Benefits

  • $25‑28/hour + performance‑based commission, targeted $50K‑$74K/year
  • 401(k) Match
  • Health, vision, dental insurance

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