Remote job
Customer Service Representative (Mandarin Required)
Job details
About this role
Role overview Serve as a primary point of contact for families enrolled in a K-12 supplemental learning program, delivering responsive, empathetic support across the student journey. The role combines customer service, academic operations support, and cross-functional collaboration with teaching and operations teams. Mandarin fluency is required for both spoken and written communication.
Responsibilities - Respond promptly to inquiries from enrolled students and parents, resolving issues throughout the learning journey - Monitor student progress and family needs, helping with scheduling, class changes, leave requests, and other academic support tasks - Handle parent feedback and concerns with empathy, partnering with internal teams to investigate and resolve issues - Document customer interactions and feedback accurately in internal systems - Collaborate with teaching and operations teams to continuously improve service processes and family experience - Act as a trusted advisor to families, providing professional guidance on program offerings
Requirements - Prior experience in customer service, customer success, education support, or a similar customer-facing role - Strong problem-solving skills and the ability to stay calm and clear-headed under pressure - Excellent verbal and written communication skills with the ability to explain information simply and professionally - Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting - Comfortable using multiple communication tools and internal systems - Fluency in Mandarin (spoken and written) plus solid English communication skills
Nice to have - Availability on at least one weekend day - Background in education, tutoring, or child-focused services
Benefits and work setup - Full-time contractor position, fully remote - 40 hours per week on shifts of 5am-1pm or 12pm-8pm PST - Pay range of $20-25 per hour plus performance-based commission, with a targeted annualized range of $50K-$74K