Customer Service Representative [Mandarin Required]
Customer Service Representative [Mandarin Required]
Location: San Jose, CA
Type : Full-Time | 40 hrs/week ( Monday - Saturday )
Compensation: $25–$35/hour
Start Date : June 2026
About Think Academy:
Think Academy US ( www.TheThinkAcademy.com ), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is recently established education technology (Ed-Tech) company to provide PreK-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.
About This Role:
Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be pass i ona te about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.
This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels .
Program Operations
Manage substitute teacher changes and system updates
Support class grouping and enrollment management
Assist with refund processing
System & Data Management
Maintain and manage backend operational systems related to:
Teacher teaching-hour tracking
Course progress and renewal data
Ensure accuracy and consistency across internal platforms
Execute system configurations based on project requirements provided by other teams
Customer Support Operations
Support customer communication systems by:
Managing small-group communication via communication platform
Ensuring standardized notification workflows (email-first communication)
Assist in building customer habits around email-based notifications
Identify, escalate, and help resolve urgent issues or complaints efficiently
Collaboration & Tools
Work closely with internal teams across operations, customer service, and program management
Act as an execution-focused partner supporting system implementation and process alignment
Job Qualifications:
Bachelor's degree or above, has a strong interest in Education-related fields.
Quick to learn and master the basic knowledge required for work, with a strong sense of customer service.
Strong sense of responsibility, meticulous in work, with good communication and problem-solving skills.
1–3 years of experience in the sales or education-related customer service fields is a plus, but not required.
Bilingual proficiency in both English and Mandarin is required.