Remote Customer Success Specialist at Think Academy US

<p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3584787">Job Title:</strong> <span class="ql-author-3380300">Customer Success Specialist</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054">Location</strong><span class="ql-author-3533054">: Remote</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054">Job type</strong><span class="ql-author-3533054">: Full-time Contractor</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054">Pay Range</strong><span class="ql-author-3533054">: $</span><span class="ql-author-3380300">20</span><span class="ql-author-3533054">-2</span><span class="ql-author-3380300">5</span><span class="ql-author-3533054">/hour</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054">Mandarin Speaking </strong><strong class="ql-author-3380300">and writing </strong><strong class="ql-author-3533054">is required for this position</strong></p> <hr> <p class="ql-direction-ltr ql-long-3584787"><strong class="ql-author-3584787"><u>Who We Are:</u></strong></p> <p class="ql-direction-ltr ql-long-3584787"><span class="ql-author-3584787">Think Academy US (</span><a class="ql-link ql-author-3584787" href="http://www.thethinkacademy.com/" target="_blank">www.TheThinkAcademy.com</a><span class="ql-author-3584787">), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.<br><br></span></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3533054">Think Academy is seeking a high-energy, high-potential Customer Success </span><span class="ql-author-3380300">Specialist</span><span class="ql-author-3533054"> to set up the customer success journey. This person should be </span><span class="ql-author-3380300">pass</span><span class="ql-author-3533054">i</span><span class="ql-author-3380300">ona</span><span class="ql-author-3533054">te</span><span class="ql-author-3380300"> about helping and supporting student's learning experiences, takes </span><span class="ql-author-3380300">full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.</span></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3380300">This role is critical to ensuring that our customers </span><span class="ql-author-3380300">(mostly parents)</span><span class="ql-author-3380300"> receive timely, accurate, and professional assistance across multiple communication channels</span><span class="ql-author-3533054">.&nbsp;</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054"><u>What You Will Do:</u></strong></p> <ul> <li class=""><span class="ql-author-3380300">Serve as the primary contact for our current parents and students, providing </span><span class="ql-author-3380300">timely and professional support via chat, email, WeChat, and phone. </span></li> <li class=""><span class="ql-author-3380300">Respond to parent</span><span class="ql-author-3380300"> and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication.</span></li> <li class=""><span class="ql-author-3380300">Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. </span></li> <li class=""><span class="ql-author-3380300">Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience. </span></li> <li class=""><span class="ql-author-3380300">Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. </span></li> <li class=""><span class="ql-author-3380300">Maintain a high standard of service quality, empathy, and professionalism in every interaction. </span></li> <li class=""><span class="ql-author-3380300">Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.</span></li> </ul> <p><span class="ql-author-3533054">Work Hours:</span></p> <ul> <li>Day shift: <ul> <li>Mon-Fri: 10am-7pm</li> <li>Sat-Sun:8:30am-5:30pm</li> </ul> </li> <li>Night shift: 3pm-12am&nbsp;</li> <li>Candidates who are available Fri-Sun will be given priority</li> </ul> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054"><u>How You can be Qualified:</u></strong></p> <ul> <li class=""><span class="ql-author-3380300">Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired.</span></li> <li class=""><span class="ql-author-3380300">Fast learner</span><span class="ql-author-3380300"> with the ability to understand complex processes, policies, and product details. </span></li> <li class=""><span class="ql-author-3380300">Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations. </span></li> <li class=""><span class="ql-author-3380300">Excellent communication skills — capable of explaining information simply, professionally, and empathetically. </span></li> <li class=""><span class="ql-author-3380300">Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting. </span></li> <li class=""><span class="ql-author-3380300">Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families. </span></li> <li class=""><span class="ql-author-3380300">Tech-savvy and comfortable using multiple communication tools and internal systems. </span></li> <li class=""><span class="ql-author-3380300">Excellent verbal and written communication skills</span></li> <li class=""><span class="ql-author-3380300">Fluency in Mandarin</span><span class="ql-author-3380300"> is required; proficiency in English communication is essential. </span></li> </ul> <hr> <p class="ql-direction-ltr ql-long-3584787"><em class="ql-author-3584787">Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.&nbsp;</em></p>