Customer Success Specialist

Job Summary

Fluent in Mandarin, the full-time remote Customer Success Specialist will manage the customer success journey by providing timely and professional support to parents and students through various communication channels, handling inquiries, and ensuring a positive learning experience.

Key responsibilities

• Serve as the primary contact for parents and students, addressing inquiries related to courses, learning progress, and platform usage
• Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring issues are resolved
• Document issues and collaborate with internal teams to improve workflows and enhance user experience

Required qualifications

• Previous experience in customer service, customer success, or education support roles
• Ability to quickly understand complex processes and product details
• Strong problem-solving skills and ability to remain calm under pressure
• Highly organized and detail-oriented, capable of managing multiple tasks in a fast-paced environment
• Fluency in Mandarin and proficiency in English communication