Customer Service Representative [Mandarin Required]

<div class="ql-direction-ltr ql-long-1588" data-header="1" data-foldable="true" data-default-linespacing="100"><strong>Customer Service Representative [Mandarin Required]</strong></div> <p class="ql-direction-ltr ql-long-1588"><strong class="ql-author-1588"> Location:</strong><span class="ql-author-1588"> San Jose, CA &nbsp;</span></p> <p class="ql-direction-ltr ql-long-1588"><strong class="ql-author-1588">Type</strong><span class="ql-author-1588">: Full-Time | 40 hrs/week &nbsp;( Monday - Saturday )&nbsp;</span></p> <p class="ql-direction-ltr ql-long-1588"><strong class="ql-author-1588">Compensation:</strong><span class="ql-author-1588"> $25–$35/hour&nbsp;</span></p> <p class="ql-direction-ltr ql-long-1588"><span class="ql-author-1588">Start Date : June 2026</span></p> <hr> <h4 class="ql-long-3396189" data-header="1"><strong class="ql-author-50438 ql-font-microsoftyahei"><u>About Think Academy:</u></strong></h4> <p class="ql-direction-ltr"><span class="ql-font-microsoftyahei ql-author-50438">Think Academy US (</span><a class="ql-link ql-font-microsoftyahei ql-author-50438" href="http://www.thethinkacademy.com/" target="_blank">www.TheThinkAcademy.com</a><span class="ql-font-microsoftyahei ql-author-50438">), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is recently established education technology (Ed-Tech) company to provide PreK-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 education platform.</span></p> <p class="ql-direction-ltr"><strong class="ql-author-50438 ql-font-microsoftyahei"><u>About This Role:</u></strong></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3533054">Think Academy is seeking a high-energy, high-potential<span class="Apple-converted-space">&nbsp;</span><strong>Customer Success<span class="Apple-converted-space">&nbsp;</span></strong></span><strong><span class="ql-author-3380300">Specialist</span></strong><span class="ql-author-3533054"><span class="Apple-converted-space">&nbsp;</span>to set up the customer success journey. This person should be<span class="Apple-converted-space">&nbsp;</span></span><span class="ql-author-3380300">pass</span><span class="ql-author-3533054">i</span><span class="ql-author-3380300">ona</span><span class="ql-author-3533054">te</span><span class="ql-author-3380300"><span class="Apple-converted-space">&nbsp;</span>about helping and supporting student's learning experiences, takes<span class="Apple-converted-space">&nbsp;</span></span><span class="ql-author-3380300">full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.</span></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3380300">This role is critical to ensuring that our customers<span class="Apple-converted-space">&nbsp;</span></span><span class="ql-author-3380300">(mostly parents)</span><span class="ql-author-3380300"><span class="Apple-converted-space">&nbsp;</span>receive timely, accurate, and professional assistance across multiple communication channels</span><span class="ql-author-3533054">.&nbsp;</span></p> <div class="ql-direction-ltr ql-long-3664852" data-header="3" data-foldable="true" data-default-linespacing="100"><hr><strong><span class="ql-author-3664852">Program Operations</span></strong></div> <ul> <li class=""><span class="ql-author-3664852"> Manage substitute teacher changes and system updates </span></li> <li class=""><span class="ql-author-3664852"> Support class grouping and enrollment management </span></li> <li class=""><span class="ql-author-3664852"> Assist with refund processing </span></li> </ul> <div class="ql-divide ql-long-3664852 ql-authorBlock-3664852 ql-embed-selected"><hr></div> <div class="ql-direction-ltr ql-long-3664852" data-header="3" data-foldable="true" data-default-linespacing="100"><strong><span class="ql-author-3664852">System &amp; Data Management</span></strong></div> <p class="ql-direction-ltr ql-long-3664852"><span class="ql-author-3664852"> Maintain and manage backend operational systems related to:</span></p> <ul> <ul> <li class=""><span class="ql-author-3664852"> Teacher teaching-hour tracking </span></li> <li class=""><span class="ql-author-3664852"> Course progress and renewal data </span></li> </ul> <li class=""><span class="ql-author-3664852"> Ensure accuracy and consistency across internal platforms </span></li> <li class=""><span class="ql-author-3664852"> Execute system configurations based on project requirements provided by other teams </span></li> </ul> <div class="ql-divide ql-long-3664852 ql-authorBlock-3664852 ql-embed-selected"><hr></div> <div class="ql-direction-ltr ql-long-3664852" data-header="3" data-foldable="true" data-default-linespacing="100"><strong><span class="ql-author-3664852">Customer Support Operations</span></strong></div> <p class="ql-direction-ltr ql-long-3664852"><span class="ql-author-3664852"> Support customer communication systems by:</span></p> <ul> <ul> <li class=""><span class="ql-author-3664852">&nbsp;Managing small-group communication via communication platform</span></li> <li class=""><span class="ql-author-3664852"> Ensuring standardized notification workflows (email-first communication) </span></li> </ul> <li class=""><span class="ql-author-3664852"> Assist in building customer habits around email-based notifications </span></li> <li class=""><span class="ql-author-3664852"> Identify, escalate, and help resolve urgent issues or complaints efficiently </span></li> </ul> <div class="ql-divide ql-long-3664852 ql-authorBlock-3664852 ql-embed-selected"><hr></div> <div class="ql-direction-ltr ql-long-3664852" data-header="2" data-foldable="true" data-default-linespacing="100"><strong><span class="ql-author-3664852">Collaboration &amp; Tools</span></strong></div> <ul> <li class=""><span class="ql-author-3664852"> Work closely with internal teams across operations, customer service, and program management </span></li> <li class=""><span class="ql-author-3664852"> Act as an execution-focused partner supporting system implementation and process alignment </span></li> </ul> <div class="ql-divide ql-long-3664852 ql-authorBlock-3664852 ql-embed-selected"><hr></div> <ul> <li class=""><strong class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">Job Qualifications:</strong></li> <li class=""><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">Bachelor's degree or above, has a strong interest in Education-related fields.</span></li> <li class=""><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">Quick to learn and master the basic knowledge required for work, with&nbsp;a strong sense of customer service.</span></li> <li class=""><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">Strong sense of responsibility, meticulous in work, with good communication and problem-solving skills.</span></li> <li class=""><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">1–3 years of experience in the sales or education-related customer service fields is a plus, but not required.</span></li> <li class=""><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">Bilingual proficiency in both&nbsp;</span><strong class="ql-author-3664852 ql-font-microsoftyahei ql-size-11">English and Mandarin</strong><span class="ql-author-3664852 ql-font-microsoftyahei ql-size-11"> is required.</span></li> </ul>