About this role.
Think Academy US is hiring a Mandarin-speaking Customer Success Specialist to provide remote support for enrolled K-12 students and their families. The contractor will handle inquiries, scheduling changes, leave requests, parent follow-up, complaint resolution, and service documentation. The role requires strong Mandarin and English communication, empathy, organization, comfort with multiple systems, and the ability to stay composed in urgent situations. It is a 40-hour-per-week position with weekday and weekend coverage expectations, with candidates available at least one weekend day preferred.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first listen without interrupting, acknowledge the inconvenience, and clarify the parent’s preferred outcome. I would then review available options, communicate realistic next steps, coordinate with the relevant team if needed, and document the interaction so the issue is followed through to resolution.
I assess urgency based on the effect on the student’s immediate learning experience, deadlines, and whether the issue blocks access to service. I address time-sensitive cases first, communicate expected response times to other families, and use clear notes and task tracking to ensure no request is missed.
I would use simple, respectful language and avoid internal terminology. I would explain the policy step by step in Mandarin, confirm the parent’s understanding, and clearly outline what options or actions are available to them.
I would collect the relevant facts, review existing guidance, and escalate the issue to the appropriate teaching or operations partner with a concise summary. I would remain accountable for communication with the family and provide updates until a final resolution is reached.
I document the customer’s concern, relevant account or class details, actions taken, commitments made, and required follow-up immediately after each interaction. I use objective language and consistent records so colleagues can understand the case and continue support seamlessly.
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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