Customer Service Representative (Mandarin Required)

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 #J-18808-Ljbffr