Role Description Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting students' 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. - Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. - Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. - Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. - Guide customers through the learning journey and help ensure students receive a smooth and positive learning experience. - Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. - Maintain a high standard of service quality, empathy, and professionalism in every interaction. - Contribute to customer success initiatives, operational improvements, and user-experience optimization projects. Qualifications - Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired. - Fast learner with the ability to understand complex processes, policies, and product details. - Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations. - Excellent communication skills — capable of explaining information simply, professionally, and empathetically. - Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting. - Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families. - Tech-savvy and comfortable using multiple communication tools and internal systems. - Excellent verbal and written communication skills. - Fluency in Mandarin is required; proficiency in English communication is essential. Requirements - Work Hours: Day shift: Mon-Fri: 10am-7pm; Sat-Sun: 8:30am-5:30pm; Night shift: 3pm-12am. - Candidates who are available Fri-Sun will be given priority. Company Description Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is a recently established education technology (Ed-Tech) company to provide K-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.

• You build successful, long-term relationships with our corporate customers. • You proactively identify where they need additional support in health or workplace safety. • You serve as the central interface and link between all our internal stakeholders. • You manage customer data and appointments directly in our portal and handle customer inquiries by email and phone efficiently and reliably. • Whether you guide new customers through a structured onboarding or participate in statutory ASA (occupational safety committee) meetings, you present yourself professionally. • You keep an eye on key metrics (such as hour allocations, legal compliance status, and customer feedback).

• Driving customer adoption, retention, and satisfaction for assigned book of accounts • Owning the new customer experience from Sales by leading trainings, driving product adoption, and helping customers achieve their business goals • Manage the Beyond Training & Certification process for all new customers • Securing annual subscription renewals and uncovering expansion opportunities • Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met • Training clients on the basics of revenue management and how to effectively use our tool to increase revenue • Analysing customer performance data and making recommendations to ensure revenue growth • Proactive  relationship  management  with  accounts  to  maintain  overall  customer  health • Monitoring and reporting on the health and risk of assigned accounts • Maintaining a deep understanding of Beyond Pricing’s suite of products • Managing approximately 40-60 accounts at a time • Working with cross-functional teams to drive better collaboration and customer experience • Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

• Own a portfolio of Growth and Strategic accounts from post-onboarding through long-term success • Translate customer goals into concrete success plans tied to operational and CX metrics • Diagnose performance issues and lead improvement plans with clear owners and timelines • Hold customers and internal teams accountable when progress stalls • Track and communicate impact clearly using data, not anecdotes • Master all product features, common use cases, and understand our integration capabilities • Explain technical concepts clearly to non-technical stakeholders • Understand complex automations and provide best practice recommendations • Consistently demonstrate new features to clients and tailor product updates based on specific needs • Understand the cost, headcount, and revenue implications of CX decisions • Engage confidently with senior stakeholders including CX leaders and executives • Identify expansion opportunities rooted in demonstrated value • Quantify and communicate customer ROI using metrics tied to cost savings, efficiency, or revenue impact • Navigate procurement, pricing conversations, and contract tradeoffs with confidence • Turn vague customer problems into clear problem statements and execution plans. May include partnering with other teams including sales, services or product to achieve client outcomes • Bring structured, well-scoped customer feedback back to the product and engineering teams • Participate in cross-functional projects and develop strong internal partnerships • Mentor team members and influence others' professional growth • Lead training sessions with key stakeholders • Create customer-facing content, training materials, and improve existing documentation • Design and facilitate strategy sessions, workshops, updates, and webinars showcasing advanced use cases • Engage actively in our private Slack community as a thought leader and trusted resource