Customer Service Representative; Mandarin

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.

• 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

• 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

• Availability on at least one weekend day
• Background in education, tutoring, or child-focused services

• 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