[Remote] Remote Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Think Academy US is a newly established education technology company providing K-12 extra-curricular learning services. They are seeking a Customer Success Specialist to enhance the customer journey by supporting parents and students, ensuring a smooth learning experience through effective communication and problem-solving.

Responsibilities

• 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

Skills

• Mandarin Speaking and writing is required for this position
• 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

Company Overview

Company H1B Sponsorship