Remote Customer Success Specialist

6 hours, 44 minutes ago
Contract
Junior
Customer and Technical Support
Think Academy U.S

Think Academy U.S

Think Academy US, a subsidiary of TAL Education Group, offers world-class online and in-person math programs for K-12 students. With multiple difficulty levels, the programs help students excel in school classes and math competitions. The company is de...

Diversified Consumer Services
51-250
Founded 2019

Description

  • Serve as the primary contact for current parents and students via chat, email, WeChat, and phone.
  • Respond to inquiries about courses, learning progress, study planning, activities, exams, account access, and platform usage.
  • Handle urgent and complex cases, identify solutions, and ensure issues are fully resolved.
  • Guide customers through the learning journey to support a smooth and positive student experience.
  • Document issues and identify recurring patterns to improve workflows and user experience.
  • Collaborate with internal teams on operational improvements and user experience optimization projects.
  • Maintain high standards of service quality, empathy, and professionalism in every interaction.

Requirements

  • 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 and the ability to stay calm under pressure.
  • Excellent verbal and written communication skills.
  • Ability to explain 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 and delivering the best possible outcome for families.
  • Tech-savvy and comfortable using multiple communication tools and internal systems.
  • Fluency in Mandarin is required, and proficiency in English communication is essential.
  • Availability for day shift or night shift work, with priority given to candidates available Friday through Sunday.

Benefits

  • Remote full-time contractor (W2) role.
  • Pay range of $20-$25 per hour.
  • Opportunity to work for an education technology company supporting K-12 learning services.
  • Equal opportunity employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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