Customer Service Representative (Education Front Desk)

Job Title: Customer Service Representative

Location: On-site

Job type: 30-40 hours

Pay Range: $20-25/hour

Mandarin Speaking and writing is required for this position

Think Academy is seeking a high-energy and high-potential Customer Service Representative to support and enhance the customer success journey. This person should be passionate about supporting students’ learning experiences, take full ownership of the user experience, learn quickly, handle complex situations effectively, and consistently deliver a high standard of service.

In this role, you will work closely with our education operations team to support parent communication, assist students throughout their learning journey, and help handle customer concerns and inquiries professionally.

This position is critical to ensuring that our customers — primarily parents and students — receive timely, accurate, and professional assistance across multiple communication channels.

What You Will Do

• Serve as the primary point of contact for 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 with professionalism and accuracy.
• Handle urgent or complex cases with strong ownership, proactively identifying solutions and ensuring issues are fully resolved.
• Guide families throughout the learning journey and help ensure students have a smooth and positive educational experience.
• Document customer concerns, identify recurring issues, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of empathy, professionalism, and service quality in every interaction.
• Support customer success initiatives, operational improvements, and user experience optimization projects.

Work Schedule

• Monday–Friday: 10:00 AM – 7:00 PM
• Approximately 30–40 hours per week

Qualifications

• Previous experience in customer service, customer success, education support, front desk operations, or other customer-facing roles is highly preferred.
• Fast learner with the ability to understand complex processes, policies, and product details quickly.
• Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations.
• Excellent communication skills with the ability to explain information clearly, professionally, and empathetically.
• Highly organized, detail-oriented, and capable of managing multiple tasks in a fast-paced environment.
• Strong sense of ownership toward user experience and commitment to delivering the best possible outcomes for families.
• Tech-savvy and comfortable using multiple communication tools and internal systems.
• Excellent verbal and written communication skills.
• Fluency in Mandarin Chinese is required; proficiency in English communication is essential.

Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.