Customer Service Representative (Mandarin Required)

Job Title: Customer Success Specialist (Mandarin Required) Location : Remote Job type : Full-time Contractor Pay Range : $20-25/hour + performance-based commission , targeted $50K-$74K/year Mandarin Speaking and writing is required for this position Who We Are: 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. 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. Key Responsibilities: Customer Support Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey. Serve as a trusted point of contact for families and deliver professional guidance and assistance. Student & Family Follow-Up Monitor student progress and parent needs, ensuring a positive learning experience. Assist with course scheduling, class changes, leave requests, and other academic support services. Complaint Resolution Handle parent feedback and concerns professionally and empathetically. Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships. Cross-Functional Collaboration Document customer feedback and service interactions accurately. Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience. Work Hours: 40 hours per week Mon-Fri: 10 AM - 7 PM Sat-Sun: 8:30 AM - 5:30 PM Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority cons