Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for our existing parents and students, delivering prompt and professional assistance through chat, email, WeChat, and phone.

• Address inquiries from parents and students about courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring communication is accurate, timely, and professional.

• Manage urgent or complex cases with a strong sense of responsibility, proactively seeking solutions and ensuring complete resolution of issues.

• Support customers throughout their learning journey, helping to ensure that students have a seamless and positive educational experience.

• Record issues, recognize recurring trends, and work collaboratively with internal teams to enhance workflows and user experience.

• Uphold a high standard of service quality, demonstrating empathy and professionalism in every interaction.

• Participate in customer success initiatives, operational enhancements, and user experience optimization projects.

⛳️ Requirements

• Prior experience in customer service, customer success, educational support, or other similar customer-facing roles is highly preferred.

• Quick learner with the capability to grasp complex processes, policies, and product information.

• Strong problem-solving abilities, maintaining composure under pressure and thinking clearly in urgent situations.

• Exceptional communication skills — able to convey information simply, professionally, and empathetically.

• Highly organized, detail-oriented, and capable of juggling multiple tasks in a fast-paced environment.

• Strong sense of ownership regarding user experience, consistently striving to provide the best possible outcomes for families.

• Tech-savvy and comfortable with various communication tools and internal systems.

• Excellent verbal and written communication capabilities.

• Fluency in Mandarin is a must; proficiency in English communication is also essential.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Collaborative and inclusive work environment.

• Flexible working hours and remote work options.