This role is for someone who can keep calm, stay sharp, and support families in real time across multiple channels. You’ll be a key part of the student learning experience, helping parents and students navigate courses, progress, and platform issues with confidence.
About Think Academy US
Think Academy US is an education technology company providing K–12 extracurricular learning services powered by science and technology. It is a wholly owned subsidiary of TAL Education Group (NYSE: TAL), supporting millions of learners through online and offline programs. Their mission centers on helping students build critical thinking and logic skills through innovative teaching methods.
Schedule
- Full-time, 30–40 hours per week (remote)
- Intended start date: ASAP
- Mon–Fri: 9:00 AM – 6:00 PM PST
- Sat–Sun: 8:00 AM – 5:00 PM PST
- Priority given to candidates available Fri–Sun
- Pay: $18–$21/hour
What You’ll Do
- Support parents and students as the primary contact via chat, email, WeChat, and phone
- Answer questions about courses, learning progress, study planning, activities, exams, account access, and platform usage
- Own urgent or complex cases end to end, ensuring issues are fully resolved
- Guide families through the learning journey to create a smooth, positive student experience
- Document issues and identify recurring patterns to improve workflows and user experience
- Collaborate with internal teams on operational improvements and customer success initiatives
- Maintain a high bar for service quality, empathy, and professionalism in every interaction
What You Need
- Prior experience in customer service, customer success, education support, or another customer-facing role (preferred)
- Fast learning ability for complex processes, policies, and product details
- Strong problem-solving skills and ability to stay calm under pressure
- Excellent communication skills with a professional, empathetic tone
- Strong organization, attention to detail, and ability to juggle multiple tasks
- Strong ownership mindset focused on delivering the best outcome for families
- Tech-savvy and comfortable using multiple tools and internal systems
- Fluency in Mandarin (reading, writing, speaking) required
- Strong English communication skills required
Benefits
- Fully remote work flexibility
- Performance-based commission opportunity
- Professional growth through hands-on customer success and problem-solving work
- Competitive hourly pay range ($18–$21/hour)
If you’re bilingual, steady under pressure, and enjoy helping families feel supported, this one’s worth moving on quickly.
Be the calm voice on the other side of the screen.
Happy Hunting,
~Two Chicks…