Onsite Customer Success Specialist

About Think Academy US

Think Academy US, a fully owned subsidiary of TAL Education Group (NYSE: TAL), is an innovative Ed-Tech company focused on delivering K-12 extracurricular learning through science and technology. Our mission is to enhance critical thinking and logical reasoning skills for local children using advanced teaching methods. With over six million students enrolled weekly across TAL's platforms, we strive to blend passion and technology to improve education quality.

Role Overview

We are looking for a dynamic and motivated Customer Success Specialist to lead our customer engagement efforts onsite in San Jose, CA. This role involves actively supporting our customers—primarily parents and students—by managing their journey, ensuring positive interactions, and resolving issues promptly through multiple communication channels.

Key Responsibilities

• Act as the foremost contact point for parents and students, delivering prompt and professional support through chat, email, WeChat, and telephone.
• Respond adeptly to inquiries about courses, student progress, study plans, activities, exams, user accounts, and platform functionalities with accuracy and timeliness.
• Manage urgent or complex issues with ownership, proactively devising solutions and guaranteeing thorough resolution.
• Guide families smoothly through their educational journey to optimize student learning experiences.
• Track and report issues, detect recurring challenges, and work collaboratively with internal teams to enhance workflows and platform usability.
• Uphold high standards of empathy, professionalism, and service quality in all communications.
• Participate in initiatives aimed at improving customer success operations and user experience enhancements.

Work Schedule

• Monday to Friday: 10:00 AM - 7:00 PM
• Saturday and Sunday: 8:30 AM - 5:30 PM
• Preference given to candidates available Friday through Sunday shifts.

Candidate Qualifications

• Prior experience in customer service, customer success, education support, or related roles involving direct customer interaction is highly valued.
• Quick comprehension skills with the ability to grasp intricate procedures, policies, and product information.
• Strong problem-solving aptitude, maintaining calmness and clear thinking during pressing situations.
• Excellent communication capabilities, with an aptitude for clear, compassionate, and professional explanations.
• Highly organized and detail-focused, capable of juggling multiple priorities in a fast-moving environment.
• Commitment to user experience ownership, consistently striving for optimal outcomes for families.
• Proficient with technology and adept at using various communication platforms and internal systems.
• Fluent in Mandarin (both written and spoken) and proficient in English communication.

Additional Information

This role is classified as a full-time contract position with an hourly wage ranging between $20 and $25. Think Academy US endorses equal employment opportunity, ensuring a discrimination-free workplace regardless of race, religion, gender, sexual orientation, national origin, veteran status, or disability status.