Dynamic Mandarin‑Fluent Customer Success Specialist – Full‑Time, Onsite, San Jose – brighthush

About brighthush

brighthush is a forward‑thinking education technology pioneer that blends cutting‑edge science, technology, and innovative pedagogy to empower K‑12 learners worldwide. With a mission to ignite curiosity and foster critical thinking, brighthush delivers immersive, personalized learning experiences that help students unlock their full potential. Our platform serves millions of students and families, and we are committed to building a culture of excellence, collaboration, and continuous growth.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that is reshaping the future of education. We value creativity, data‑driven decision making, and a passion for helping families succeed. As a Customer Success Specialist, you’ll play a pivotal role in ensuring that parents and students receive world‑class support, turning every interaction into a memorable experience that fuels our mission.

Key Responsibilities

As a Mandarin‑speaking Customer Success Specialist, you will be the frontline advocate for our families. Your day‑to‑day tasks will include:

• Customer Support Excellence – Respond promptly to inquiries from parents and students across multiple channels (phone, email, chat, and social media). Resolve issues with empathy, professionalism, and a solutions‑oriented mindset.
• Student & Family Follow‑Up – Monitor student progress, track enrollment changes, and coordinate scheduling adjustments. Ensure families feel supported throughout the learning journey.
• Complaint Resolution & Escalation Management – Handle sensitive feedback with discretion, collaborate with internal teams to investigate root causes, and implement corrective actions that strengthen trust.
• Cross‑Functional Collaboration – Partner closely with teaching, operations, and product teams to share insights, refine processes, and elevate the overall customer experience.
• Data Capture & Reporting – Document interactions in our CRM, generate weekly reports, and provide actionable feedback to leadership.
• Continuous Improvement – Participate in training sessions, share best practices, and contribute to the development of knowledge bases and FAQs.

Essential Qualifications

• Bachelor’s degree or higher in Education, Communications, Business, or a related field.
• Fluent Mandarin speaking and writing skills; intermediate English reading proficiency (CET‑4 or equivalent).
• Experience in customer service, student services, academic advising, or educational administration.
• Strong interpersonal skills with the ability to build rapport quickly with parents and students.
• Proficiency in using CRM systems, Microsoft Office Suite, and collaboration tools (Slack, Teams).
• Comfortable working evening shifts (Mon‑Sat 1 pm‑10 pm, with a 1‑hour break) and occasional weekend coverage.
• Reliable personal computer and high‑speed internet connection for remote work.

Preferred Qualifications

• Prior experience in the Ed‑Tech industry or with K‑12 learning platforms.
• Knowledge of educational standards and curriculum design.
• Experience with data analysis and reporting tools.
• Multilingual capabilities beyond Mandarin and English.

Skills & Competencies

• Communication – Clear, concise, and culturally sensitive communication in both Mandarin and English.
• Problem‑Solving – Ability to diagnose issues quickly and propose effective solutions.
• Empathy & Patience – Understanding the emotional context of parents’ concerns and responding with compassion.
• Organizational Acumen – Managing multiple priorities, deadlines, and stakeholder expectations.
• Team Collaboration – Working seamlessly with cross‑functional teams to achieve shared goals.
• Adaptability – Thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Success Specialist, you will:

• Gain exposure to product development, marketing, and data analytics teams.
• Participate in leadership workshops, mentorship programs, and continuous learning courses.
• Progress into senior customer success roles, team lead positions, or product management tracks.
• Contribute to strategic initiatives that shape the future of our platform.

Work Environment & Company Culture

Our culture is built on:

• Innovation – Encouraging fresh ideas and experimentation.
• Collaboration – Open communication across all levels.
• Inclusivity – A welcoming environment for diverse backgrounds.
• Work‑Life Balance – Structured schedules with remote flexibility and wellness programs.
• Recognition – Celebrating achievements through awards, shout‑outs, and career milestones.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary: $25–$28 per hour, with performance‑based commission targeting $50 k–$74 k annually.
• 401(k) plan with company match.
• Comprehensive health, vision, and dental insurance.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.

Work Hours & Schedule

Full‑time, 40 hours per week with the following schedule:

• Monday–Saturday: 1 pm–10 pm (break 6 pm–7 pm).
• Sunday: Work from home.
• One weekend day per month required for in‑office collaboration.

How to Apply

Ready to make a difference in the lives of students and families? Submit your resume and a cover letter highlighting your Mandarin fluency, customer‑service experience, and passion for education. We look forward to welcoming you to the brighthush family.

Apply Now

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.