Customer Service Lead [ Mandarin Required ]

Customer Service Lead [Mandarin Required]

Location: San Jose, CA Employment Type: Full-Time, Contractor Compensation: $25$35 per hour (based on experience)

About Think Academy

Think Academy is a leading education company dedicated to providing high-quality learning experiences for students and families. We are committed to delivering exceptional customer service and operational excellence while fostering student success. We are seeking an experienced and motivated Customer Service Lead to oversee daily customer service operations, lead a small customer service team, and support administrative and campus operations. The ideal candidate is a hands-on leader who can successfully balance team management, customer service, and administrative responsibilities. They are proactive, detail-oriented, highly organized, and passionate about creating positive experiences for students and families.

Schedule

• 5 working days per week

• Operating schedule: MondaySaturday (available to work on Saturdays is highly preferred)

• Working hours: 10:00 AM 7:00 PM

• Flexibility to support special events and peak enrollment periods when needed

Key Responsibilities

Team Leadership & Customer Service

• Lead, mentor, and support a small customer service team.

• Ensure exceptional service is provided to students, parents, and visitors.

• Monitor team performance and maintain high customer satisfaction standards.

• Handle escalated customer concerns and provide effective resolutions.

• Assist with staff scheduling, training, and onboarding.

• Foster a positive, collaborative, and service-oriented team culture.

Administrative & Operations Support

• Manage student records, enrollment documentation, and data entry.

• Support class scheduling, attendance tracking, and daily campus operations.

• Prepare reports and maintain accurate operational records.

• Assist with administrative tasks, office organization, and document management.

• Coordinate with teaching, sales, and operations teams to ensure smooth communication and execution.

• Support campus events, parent meetings, and educational programs.

Process Improvement

• Identify opportunities to improve customer service and operational efficiency.

• Develop and implement best practices for customer support and administrative processes.

• Assist management with operational projects and business initiatives.

Qualifications

Required

• Fluent in both English and Mandarin Chinese (Chinese language proficiency is required).

• Applicants must be legally authorized to work in the United States at the time of hire and throughout their employment.

• 1+ years of experience in customer service, administration, operations, or a related field.

• Previous experience leading or supervising a small team.

• Strong interpersonal, communication, and conflict-resolution skills.

• Excellent organizational and multitasking abilities.

• Strong attention to detail and ability to work in a fast-paced environment.

• Proficiency in Microsoft Office and Google Workspace.

Preferred

• Experience in education, tutoring centers, schools, or learning centers.

• Experience with CRM systems, student management systems, or scheduling platforms.

• Experience in enrollment consulting, parent communication, or campus operations

Benefits & Perks

• Competitive compensation ($25$35/hour based on experience)

• Comprehensive Medical, Dental, and Vision Insurance

• 401(k) Retirement Savings Plan

• Paid Sick Leave in accordance with company policy

• Professional Development and Training Opportunities

• Leadership Growth Opportunities within a fast-growing organization

• Supportive, mission-driven team culture

• Opportunity to help students and families achieve academic success