[Remote] Remote Customer Success Specialist

Note: The job is a remote job and is open to candidates in USA. Think Academy US is a newly established education technology company focused on providing K-12 extra-curricular learning services. They are seeking a high-energy Customer Success Specialist to enhance the customer journey by providing support to parents and students, ensuring a smooth and positive learning experience.ResponsibilitiesServe as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phoneRespond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communicationHandle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolvedGuide customer through the learning journey and help ensure students receive a smooth and positive learning experienceDocument issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experienceMaintain a high standard of service quality, empathy, and professionalism in every interactionContribute to customer success initiatives, operational improvements, and user-experience optimization projectsSkillsMandarin Speaking and writing is required for this positionPrevious experience in customer service, customer success, education support, or similar customer-facing roles is highly desiredFast learner with the ability to understand complex processes, policies, and product detailsStrong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situationsExcellent communication skills — capable of explaining information simply, professionally, and empatheticallyHighly organized, detail-oriented, and able to manage multiple tasks in a fast-paced settingStrong sense of ownership toward user experience, always aiming to deliver the best possible outcome for familiesTech-savvy and comfortable using multiple communication tools and internal systemsExcellent verbal and written communication skillsFluency in Mandarin is required; proficiency in English communication is essentialBenefitsFull-time Contractor (W2)Company OverviewThink 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 http://www.thethinkacademy.com.Company H1B SponsorshipThink 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.