Remote Customer Service Representative at Think Academy U.S in Remote

Summary: Think Academy US is a newly established education technology company providing K-12 extra-curricular learning services. They are seeking a Customer Service Representative to ensure parents and students receive professional support and guidance in their learning journey. 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 Required Qualifications: - 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 Required Skills: Customer success, Education support, Communication tools, Mandarin