About this role.
Think Academy US is hiring a Mandarin-speaking Customer Success Specialist for a full-time remote contractor position. The role involves providing support to enrolled students and parents, handling inquiries and complaints, monitoring student progress, and collaborating with teaching and operations teams. Ideal candidates have prior customer service or education support experience, strong problem-solving skills, and fluency in Mandarin. The job offers a pay range of $20-25/hour plus commission, with a targeted annual income of $50K-$74K. Weekend availability is preferred.
Role DNA
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Job Complexity
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3/5Autonomy Level
2/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Success Specialist position at Think Academy US. With my fluency in Mandarin and English and experience in customer support, I am confident in delivering exceptional service to families. I have a strong ability to resolve issues empathetically and maintain detailed records. I am eager to contribute to your mission of using love and technology to enhance education. Thank you for considering my application.
Sample interview questions
I remained calm, listened actively, and empathized with the customer. I identified the root cause, offered a solution, and followed up to ensure satisfaction.
I prioritize tasks by urgency and impact, use tools like calendars and task lists, and communicate with my team to ensure deadlines are met.
Mandarin is required because many students and parents speak Mandarin as their primary language, ensuring clear communication and trust.
I am flexible and understand the need for weekend availability. I plan my schedule accordingly to maintain work-life balance while meeting job requirements.
I have assisted students with course navigation and answered parent inquiries about progress, ensuring a positive learning experience.
Job Title: Customer Success Specialist (Mandarin Required)
Location: Remote
Job type: Full-time Contractor
Pay Range: $20-25/hour + performance-based commission , targeted $50K-$74K/year
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.
Key Responsibilities:
Customer Support
- 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.
Student & Family Follow-Up
- Monitor student progress and parent needs, ensuring a positive learning experience.
- Assist with course scheduling, class changes, leave requests, and other academic support services.
Complaint Resolution
- Handle parent feedback and concerns professionally and empathetically.
- Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.
Cross-Functional Collaboration
- Document customer feedback and service interactions accurately.
- Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.
Work Hours:
- 40 hours per week
- Mon-Fri: 10 AM – 7 PM
- Sat-Sun: 8:30 AM – 5:30 PM
- Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority consideration.
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.
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