About this role.
Think Academy US is seeking a Mandarin-required Customer Success Specialist to support K-12 students and their families in a remote, full-time contract role. The position involves providing ongoing customer support, managing course scheduling, resolving complaints, and collaborating with teaching and operations teams to enhance the customer experience. The role requires excellent communication in both Mandarin and English, strong problem-solving skills, and the ability to multitask in a fast-paced environment. Weekend availability is preferred, and the base pay ranges from $40,000 to $50,000 annually, with performance-based commission potentially bringing total compensation to $50,000-$74,000 per year. This role is ideal for a tech-savvy, empathetic professional who thrives on helping families succeed.
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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 native-level fluency in Mandarin and English, paired with a proven track record in customer-facing roles, I am well-prepared to support students and families in their educational journey. I excel in fast-paced environments, handle challenges with empathy and clarity, and am committed to delivering the highest level of service. I would be honored to contribute to your mission of enhancing education through love and technology.
Sincerely, [Your Name]
Sample interview questions
In a previous customer service role, a parent was frustrated about a scheduling conflict. I listened actively, acknowledged their concerns, and investigated the issue promptly. I offered a flexible alternative and coordinated with the operations team to ensure the solution met their expectations. The parent appreciated the quick resolution and continued using our services.
I am comfortable code-switching based on the customer's preference. If a parent starts in Mandarin, I will continue in Mandarin for clarity and comfort, while using English for internal documentation and follow-ups. For bilingual families, I ensure consistent understanding by confirming key details in both languages when necessary.
I use a ticketing system and prioritize based on urgency and impact. For example, a request about a class change deadline would take precedence over a general inquiry. I also block time for proactive follow-ups and maintain a detailed log to ensure no request is missed.
In education, customer success means helping students achieve their learning goals and ensuring parents feel supported and informed. It involves proactive communication, monitoring progress, and addressing any barriers to learning. Success is when families see tangible growth and remain engaged with the service.
At my last job, I used a CRM to track all customer interactions and set reminders for follow-ups. I also created macros for common responses, which reduced response time by 20%. This allowed me to focus more time on complex cases that required personalized attention.
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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