Remote Customer Service Representative (Mandarin)

📋 Description

• • Own the entire customer success journey for Think Academy US, acting as the first and most trusted point of contact for thousands of Mandarin-speaking parents and K-12 students across North America.
• • Deliver world-class support through live chat, email, WeChat, and phone—switching effortlessly between channels while maintaining a warm, empathetic tone that turns anxious parents into lifelong brand advocates.
• • Become the resident expert on our full catalog of math, logic, and critical-thinking courses; advise families on the best learning pathways, placement assessments, and enrichment activities that align with each child’s unique goals.
• • Track every interaction in our CRM, tagging issues by urgency, topic, and sentiment so that product, curriculum, and engineering teams receive actionable feedback that continuously improves the platform.
• • Triage and resolve urgent or complex cases—such as login failures during live lessons, billing discrepancies, or last-minute schedule changes—within SLA targets, escalating only when a creative, parent-first solution has been exhausted.
• • Proactively monitor student progress dashboards, reaching out to celebrate milestones and flag early warning signs (missed classes, declining quiz scores) before parents even notice.
• • Host weekly “office hours” on WeChat groups, sharing study tips, exam calendars, and sneak peeks of upcoming features that keep our parent community engaged and excited.
• • Translate nuanced product updates and policy changes into clear, friendly Mandarin messages that maintain Think Academy’s playful yet authoritative voice.
• • Collaborate with teachers, curriculum designers, and tech support to pilot new parent-facing tools—offering real-time feedback that shapes the roadmap for mobile apps, automated reminders, and gamified progress reports.
• • Generate monthly Voice-of-Customer reports, spotlighting top friction points and delight moments; present findings to leadership and see your insights shipped into the next release cycle.
• • Champion a culture of customer obsession inside the company by leading lunch-and-learns, sharing best-practice macros, and mentoring new hires during their first 30 days.
• • Meet or exceed KPIs for CSAT (≥92%), first-response time (<2 minutes chat, <30 minutes email), and case resolution (<24 hours), while maintaining the human touch that makes parents feel heard, not processed.
• • Embrace the flexibility of a fully remote schedule—working 30-40 hours per week across US and China-friendly time windows—yet remain deeply connected through daily stand-ups, peer shadowing, and virtual coffee chats.
• • Contribute to the broader TAL Education Group mission of serving 6 million+ students globally, knowing that every resolved ticket and delighted parent directly fuels a child’s love of learning and future success.