Customer Service Representative [Mandarin Required]

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.

This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels. 

• Manage substitute teacher changes and system updates
• Support class grouping and enrollment management
• Assist with refund processing

Maintain and manage backend operational systems related to:

• Teacher teaching-hour tracking
• Course progress and renewal data
• Ensure accuracy and consistency across internal platforms
• Execute system configurations based on project requirements provided by other teams

Support customer communication systems by:

•  Managing small-group communication via communication platform
• Ensuring standardized notification workflows (email-first communication)
• Assist in building customer habits around email-based notifications
• Identify, escalate, and help resolve urgent issues or complaints efficiently

• Work closely with internal teams across operations, customer service, and program management
• Act as an execution-focused partner supporting system implementation and process alignment

• Job Qualifications:
• Bachelor's degree or above, has a strong interest in Education-related fields.
• Quick to learn and master the basic knowledge required for work, with a strong sense of customer service.
• Strong sense of responsibility, meticulous in work, with good communication and problem-solving skills.
• 1–3 years of experience in the sales or education-related customer service fields is a plus, but not required.
• Bilingual proficiency in both English and Mandarin is required.