Customer Service Representative

Remote from: USA
Salary, yearly, USD: 40,000 - 50,000
Department: Customer Success
Employment type: Full Time,
Job posted: 14 Jul 2026
Apply before: 14 Aug 2026
Views / Applies: 15 / 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 bilingual (Mandarin/English) 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 platform usage, with a strong emphasis on ownership and problem-solving. The position is remote, full-time, and requires availability on weekends. Candidates should have prior customer service experience, excellent communication skills, and fluency in Mandarin. The company is an ed-tech subsidiary of TAL Education Group, serving over 6 million students weekly.

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 and handling complex, urgent cases, which increases difficulty, but it is entry-to-mid-level customer service work without deep technical expertise.

Salary Analysis

AI Insight The offered salary range of $40,000–$50,000 per year is competitive for a remote customer service role with a bilingual requirement. It falls slightly above the national median for similar positions, reflecting the specialized language skills and weekend availability needed.

Core Skills Required

Customer Service Mandarin Chinese Bilingual Communication Problem Solving Remote Work CRM Education Technology Conflict Resolution Time Management

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Customer Success Specialist position at Think Academy US. With over three years of experience in customer service and a native-level fluency in Mandarin and English, I am well-prepared to provide exceptional support to your diverse parent and student community. My background includes handling complex inquiries across multiple channels, and I thrive in fast-paced environments where ownership and problem-solving are key.

I am particularly drawn to Think Academy's mission of using love and technology to improve education. I believe my ability to communicate empathetically and my strong organizational skills will enable me to guide customers through their learning journey effectively. I am comfortable working weekends and am eager to contribute to your team's success.

Thank you for considering my application. I look forward to the opportunity to discuss how I can add value to Think Academy.

Sincerely,
[Your Name]

Sample Interview Questions

How would you handle an irate parent who is upset about their child's test score?

I would first listen actively and empathize with their frustration, then calmly explain the factors that may have influenced the score. I would offer concrete steps for improvement, such as scheduling a consultation with the teacher or providing additional practice materials. Finally, I would follow up to ensure the parent feels supported and the issue is resolved.

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

In my previous role, I had to juggle live chat, phone calls, and email inquiries during peak hours. I prioritized based on urgency and impact: critical issues like account access problems were handled first, while general inquiries were queued. I used a ticketing system to track progress and communicated wait times to customers to manage expectations.

Why is fluency in Mandarin important for this role, and how would you leverage it?

Many of our parents prefer to communicate in Mandarin, so fluency ensures we can provide clear, comfortable support. I would use Mandarin to build rapport, explain complex educational concepts, and resolve issues quickly, while also switching to English when necessary for internal collaboration.

How do you stay organized when handling customer interactions across multiple channels?

I rely on a combination of CRM tools and personal checklists. After each interaction, I log details immediately, set reminders for follow-ups, and categorize common issues to identify patterns. This helps me maintain accuracy and ensures no request falls through the cracks.

Describe a situation where you had to learn a new system or process quickly. How did you approach it?

When my previous company implemented a new CRM, I took the initiative to explore the system during downtime, watched training videos, and practiced with sample cases. I also created a cheat sheet for common tasks, which helped me become proficient within a week and assist colleagues who were struggling.

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 >