Customer Success Specialist

Remote from: USA
Salary, yearly, USD: 40,000 - 50,000
Department: Customer Success
Employment type: Full Time,
Job posted: 8 Jul 2026
Apply before: 8 Aug 2026
Views / Applies: 24 / 1

About company

About Think Academy US

Empowering students through innovative learning experiences.

Education Management
2018

Actively Hiring

AI Summary

Think Academy US is seeking a Customer Success Specialist to serve as the primary contact for parents and students, providing support via chat, email, WeChat, and phone. The role involves handling inquiries about courses, learning progress, and account issues while ensuring a positive experience. Candidates must be fluent in Mandarin and English, with strong problem-solving and communication skills. This is a full-time remote position with a pay range of $20-25/hour. The ideal candidate is tech-savvy, organized, and thrives in a fast-paced environment.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires bilingual fluency (Mandarin and English), handling complex customer issues, and multitasking across multiple communication channels, which is moderately challenging. However, it does not require specialized technical skills, placing it at a 3.

Salary Analysis

AI Insight The offered salary range of $40,000-$50,000 is competitive for a Customer Success Specialist role, especially considering the remote nature and requirement for Mandarin fluency. This aligns with entry to mid-level positions in the market, where the typical range is $35,000-$65,000.

Core Skills Required

Customer Success Mandarin Education Technology Remote Customer Support Bilingual Problem Solving Communication Skills WeChat CRM

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Specialist position at Think Academy US. With my experience in customer service and fluency in both Mandarin and English, I am well-prepared to support parents and students through their learning journey. I have a proven ability to handle complex inquiries with empathy and professionalism, ensuring a seamless user experience.

In my previous role, I managed customer interactions across multiple platforms, resolving issues promptly and identifying patterns to improve service workflows. I am confident that my strong problem-solving skills and dedication to user satisfaction will make me a valuable asset to your team.

Thank you for considering my application. I look forward to contributing to Think Academy's mission of using love and technology to enhance education.

Sincerely,
[Your Name]

Sample Interview Questions

How would you handle a frustrated parent who is upset about their child's learning progress?

I would first listen actively to understand their concerns, then acknowledge their feelings and apologize for any inconvenience. I would explain the steps we can take to address the issue, such as reviewing the child's performance data or offering additional resources. Finally, I would follow up to ensure the solution was effective.

Describe a time you had to manage multiple urgent customer inquiries simultaneously. How did you prioritize?

In my previous customer service role, I often handled high volumes of chats and emails. I prioritized based on urgency and impact: critical issues like account access were addressed first, followed by time-sensitive requests. I used task management tools to track progress and ensured no inquiry was left unresolved.

How do you stay organized when handling repetitive tasks?

I create checklists and use automation tools where possible. For example, I set up templates for common responses to save time while maintaining personalization. I also schedule regular breaks to stay refreshed and maintain accuracy.

Why are you interested in working in the EdTech industry, specifically with Think Academy?

I am passionate about education and technology's role in making learning accessible. Think Academy's mission to foster critical thinking aligns with my values. I am excited to support families in their educational journey and contribute to a company that prioritizes user experience.

Can you provide an example of how you used feedback to improve a process?

At my last job, I noticed parents often asked the same questions about scheduling. I suggested creating a FAQ section on the platform, which reduced repeat inquiries by 20%. I also worked with the content team to update it regularly based on feedback.

Job Title: Customer Success Specialist

Location: Remote

Job type: Full-time Contractor

Pay Range: $20-25/hour

Mandarin Speaking and writing is required for this position

Who We Are:

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 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.

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate 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.

What You Will Do:

Serve as the primary contact for our 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 customer 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.

Work Hours:

Day shift:
- Mon-Fri: 10am-7pm
- Sat-Sun:8:30am-5:30pm
Night shift: 3pm-12am
Candidates who are available Fri-Sun will be given priority

How You can be Qualified:

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.

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.

Apply now >