Customer Success Specialist

Job Summary

Fluent in Mandarin, the full-time remote Customer Success Specialist will manage parent and student inquiries, ensuring timely and professional support while guiding customers through the learning journey and enhancing user experience.

Key responsibilities

• Serve as the primary contact for parents and students, providing support via chat, email, WeChat, and phone
• Handle urgent or complex cases, proactively finding solutions and ensuring complete resolution of issues
• Document issues and collaborate with internal teams to improve workflows and user experience

Required qualifications

• Previous experience in customer service, customer success, or education support roles is highly desired
• Fluency in Mandarin is required; proficiency in English communication is essential
• Strong problem-solving skills and the ability to remain calm under pressure
• Highly organized and detail-oriented, capable of managing multiple tasks in a fast-paced environment
• Tech-savvy and comfortable using various communication tools and internal systems