[All remote jobs](https://jobicy.com/jobs.md)Open role[![Think Academy US logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/c1c574cd-221-1.png)](https://jobicy.com/company/think-academy-us.md)Remote opportunity at[Think Academy US](https://jobicy.com/company/think-academy-us.md) # Customer Service Representative (Mandarin Required) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/think-academy-us.md)Share30 Aug 2026Published35Listing views1Application actions29 Sep 2026Apply before Opportunity details ## About this role. AI SummaryThink 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 A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe work involves managing sensitive parent and student concerns, navigating complex service processes, and resolving issues quickly across multiple internal teams. Bilingual communication and weekend availability add operational demands, but the role does not indicate advanced technical or managerial requirements. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$23US market range$18–$280$31 AI insightThe disclosed base pay is $20–$25 per hour, with a midpoint of $22.50 per hour; performance-based commission and the stated targeted $50K–$74K annual earnings are variable compensation rather than the guaranteed hourly base. For US bilingual customer success/customer service roles in education, an estimated base-pay market range is approximately $18–$28 per hour, varying by experience, shift coverage, and location. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[Customer Service](https://jobicy.com/jobs?search_keywords=Customer%20Service.md)[Mandarin](https://jobicy.com/jobs?search_keywords=Mandarin.md)[English Communication](https://jobicy.com/jobs?search_keywords=English%20Communication.md)[Parent Support](https://jobicy.com/jobs?search_keywords=Parent%20Support.md)[Student Support](https://jobicy.com/jobs?search_keywords=Student%20Support.md)[Complaint Resolution](https://jobicy.com/jobs?search_keywords=Complaint%20Resolution.md)[Scheduling Coordination](https://jobicy.com/jobs?search_keywords=Scheduling%20Coordination.md)[CRM Documentation](https://jobicy.com/jobs?search_keywords=CRM%20Documentation.md)[Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-Functional%20Collaboration.md) Sample interview questionsHow would you handle a parent who is frustrated about a last-minute class change?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. How do you prioritize several urgent customer requests at the same time? 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. Describe how you would explain a complex policy to a Mandarin-speaking parent who is confused. 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. What would you do if you could not resolve a family’s issue independently? 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. How do you maintain accurate service documentation? 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](http://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. Show more [Apply now >](https://jobicy.com/jobs/152123-customer-service-representative-mandarin-required-3.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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