[Remote] Remote Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Think Academy US is an education technology company focused on K-12 extra-curricular learning services. They are seeking a Customer Service Representative to provide professional support to parents and students, ensuring a positive learning experience through various communication channels. 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 Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. It was founded in 2019, and is headquartered in San Jose, California, US, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Think Academy U.S has a track record of offering H1B sponsorships, with 1 in 2026, 14 in 2025, 9 in 2024, 17 in 2023, 6 in 2022, 14 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.