Customer Success Specialist
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Job Description
Customer Success Specialist serving as the primary contact for parents and students. Providing professional support and guidance throughout the learning journey at Think Academy US.
Responsibilities:
- Serve as the primary contact for our 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, ensuring accurate, timely, and professional communication.
- Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved.
- Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience.
- Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
- Maintain a high standard of service quality, empathy, and professionalism in every interaction.
- Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.
Requirements:
- Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired.
- Fast learner with the ability to understand complex processes, policies, and product details.
- Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations.
- Excellent communication skills — capable of explaining information simply, professionally, and empathetically.
- Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting.
- Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families.
- Tech-savvy and comfortable using multiple communication tools and internal systems.
- Excellent verbal and written communication skills.
- Fluency in Mandarin is required; proficiency in English communication is essential.
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