Job Title: Customer Service & Operations Coordinator
Location: San Jose ( hybrid )
Work arrangement: This role is fully on-site during the first month for training. Beginning in the second month, the schedule transitions to a hybrid arrangement
Job Type: Full-Time ( 40 hours per week )
Pay Range: $20-25 / hour with Medical/Dental/Vision, Insurance & 401(k)
Intended Start Date: ASAP
About Think Academy:
Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is recently established education technology (Ed-Tech) company to provide PreK-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.
About This Role:
Think Academy is seeking a high-energy, high-potential Customer Service & Operations Coordinator to set up the customer success journey. This person should be passionate about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.
This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.
Class Setup & Program Operations
- Create and launch new classes in internal systems (activities, long-term courses, exam prep).
- Manage substitute teacher changes and related system updates.
- Support class grouping, enrollment management, and refund processing.
System & Data Management
- Maintain backend systems for teaching-hour tracking, course progress, and renewal data.
- Ensure data accuracy and consistency across internal platforms.
- Execute system configurations based on project requirements from cross-functional teams.
Customer Support Operations
- Manage customer communications via WeChat and support the integration of WhatsApp into internal workflows to build strong customer relationships.
- Identify urgent issues and complaints, escalate as needed, and support timely resolution.
- Partner with Operations, Customer Service, and Program teams to support system rollouts and process alignment
- Serve as an execution-focused coordinator to drive implementation and follow-through.
Job Qualifications:
- Bachelor's degree or above, has a strong interest in Education-related fields.
- Quick to learn and master the basic knowledge required for work, with a strong sense of customer service.
- Strong sense of responsibility and problem-solving skills.
- 1–3 years of experience in the sales or education-related customer service fields is a plus, but not required.
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Bilingual proficiency in both English and Mandarin is required.
Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
