Customer Success Specialist

Responsibilities

• Serve as the primary contact for parents and students via chat, email, WeChat, and phone
• Respond to inquiries regarding courses, learning progress, study planning, and platform usage
• Handle urgent or complex cases with strong ownership and proactive problem-solving
• Guide customers through the learning journey to ensure a positive experience
• Document issues and collaborate with internal teams to improve workflows and user experience
• Maintain high standards of service quality, empathy, and professionalism

Requirements

• Fluency in Mandarin (speaking and writing) is required
• Proficiency in English communication is essential
• Previous experience in customer service, customer success, or education support
• Strong problem-solving skills and ability to stay calm under pressure
• Excellent verbal and written communication skills
• Tech-savvy with ability to use multiple communication tools and internal systems
• Ability to work shifts including weekends (Friday-Sunday availability preferred)

About the Company

Think Academy US is an education technology (Ed-Tech) company providing K-12 extra-curricular learning services through science and technology. A subsidiary of TAL Education Group, we aim to foster critical thinking and logic skills through innovative teaching techniques.