Customer Service & Operations Coordinator

San Jose, CA

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.
  • 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. 

 

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Think Academy International Education Inc. and its affiliates (hereinafter as “Think Academy,” “Us,” “our,” “We”) takes your privacy seriously, and we are committed to handling personal data in compliance with applicable law. We use various security technologies and procedures to protect your personal information from unauthorized access. This privacy notice explains what personal data Think Academy collects, how we use the information, to whom we share the data with, and the rights you have for the collected data. You may   find   other   details   regarding   our   privacy   policy   in   the employee   handbook.

This notice applies to the collecting and using of your personal information as an employee, candidate or as a contractor. It does not apply to your use of Think Academy product or service as a consumer.

Collection and Use of Your Personal Information

The categories of information we collect and the usage for such data are outlined below:

  • Name and Identification Information: Your first and last name, your phone number, address and personal email address. The information is used to verify your information and to reach out to you for career opportunity details, and for other legitimate business purposes.
  • Background Information: your previous employment history, academic and professional qualification, and with your written approval, we may verify such information and conduct criminal background check through our third-party vendors. The information is collected to verify your background information to the extent permitted by law, and to provide Think Academy career opportunities and for other legitimate business purposes.
  • Immigration and other related information. The information is used to verify your employment eligibility.
  • Information needed to understand and assess accommodation requests regarding potential disabilities or other health conditions; and other information you provided to us. The information is collected to provide necessary accommodations

How We Collect Your Information

  • Information You Provide The information we collect is usually volunteered or provided by you. For example, the information provided during your job application and/or insurance enrollment process and the information you disclosed during your work with.
  • Information Collected from Third Party. We may collect information through job posting platforms such as Indeed, LinkedIn, CareerBuilder, Glassdoor and our third-party recruiters. We may also collect your personal information through social media accounts, such as your Facebook and WeChat
  • Automatically Collected Information using Cookies and similar technologies: Cookies and similar technologies, such as pixels and web beacon, are small text files that are sent to or accessed from Your web browser or Your computer’s hard drive. You may manage the cookies on your device by disabling or deleting certain cookies. Please note that our service may not work if you disable all cookies.

Change of Usage

We will use your personal information for the purposes stated in this notice or such purposes as may be reasonably compatible with the original purpose for which it was collected. If we materially change the usage of your personal information, we’ll provide you with a written notice regarding such changes.

Share of Your Personal Information

Think Academy may share your personal information with our third-party partners to carry out the purposes stated in this notice. Your information may also be disclosed to government authorities, law enforcement, or courts pursuant to a lawfully issued court order, subpoena, or similar request.

We may share your personal information with our subsidiaries or affiliates. We may share your data with a third party pursuant to a merger, acquisition, consolidation, reorganization, or sale of assets or in the event of bankruptcy or dissolution. We may share your information with professional advisors such as accountants, auditors, lawyers, bankers, insurers or other professionals in the course of their provision of services to us. This Notice does not address, and we are not responsible for, the practices of any third parties, which have their own rules for how they collect and use your personal information. Our links to third party websites or services are not endorsements.

Miscellaneous

  • Not Intended to be Employment Contract

This notice is not intended to create any contract for employment, for any benefit, or for specific treatment. Nothing in this notice should be interpreted to hinge Think Academy's ability to process employee’s personal information for law compliance purposes or for investigating alleged misconduct or violations of company policy or law.

  • Changes to this Privacy Notice

Think Academy reserves the right to update this privacy notice from time to time. If we materially change the usage of the collected information, we’ll notify you of such change using reasonable efforts.

  • Contact Us

If you have any questions or requests regarding the personal information we collected, please contact us at privacy@thethinkacademy.com or send your request to:

ATTN: Think Academy Privacy

1081 S De Anza Blvd., San Jose, CA 95129