Mandarin‑Fluent Customer Success & Support Specialist – Student & Family Engagement Lead – Hybrid Onsite & Remote – San Jose, CA – Driving Student Success & Retention in Innovative EdTech at brighthush

About brighthush

brighthush is more than an education technology company; it is a movement that reimagines how K‑12 students learn, grow, and thrive. By weaving together rigorous science, cutting‑edge technology, and forward‑thinking pedagogy, we create a learning ecosystem that is as dynamic as the students it serves. Our platform powers millions of learners across the United States, delivering a seamless blend of online content, interactive tools, and personalized in‑person guidance that keeps curiosity alive and achievement high.

At brighthush, we believe that every student, teacher, and family deserves a partner who listens, understands, and acts. That’s why we invest heavily in a culture of excellence, continuous growth, and inclusive innovation. Our teams are empowered to experiment, iterate, and bring fresh ideas to life, ensuring that every stakeholder feels supported, inspired, and part of a shared journey.

Why Join brighthush?

When you become part of the brighthush family, you’ll join a high‑energy, mission‑driven team that values creativity, analytical rigor, and a passion for transforming learning. We offer a hybrid work model that balances the collaborative energy of our San Jose headquarters with the flexibility of remote work, allowing you to thrive in a supportive environment that respects work‑life balance.

Our culture celebrates diversity, encourages innovation, and rewards high performance with competitive compensation, comprehensive benefits, and clear career advancement pathways. Whether you’re a seasoned professional or an emerging talent, brighthush provides the resources, mentorship, and opportunities to grow both personally and professionally.

Position Overview

We are seeking an energetic, Mandarin‑fluent Customer Success & Support Specialist to become the frontline advocate for our students and their families. In this role, you will manage end‑to‑end customer interactions, resolve complex issues, and collaborate with cross‑functional teams to continuously enhance the learning journey. Your work will directly impact student satisfaction, retention, and overall success.

Key Responsibilities

• Customer Support Excellence – Deliver timely, professional assistance to students and parents via phone, email, chat, and in‑person meetings. Resolve inquiries, troubleshoot technical issues, and ensure a seamless experience throughout the learning cycle.
• Student & Family Engagement – Monitor student progress, identify learning gaps, and recommend personalized resources. Coordinate course scheduling, class changes, and leave requests, acting as the trusted liaison between families and the academic team.
• Complaint Resolution & Escalation – Handle parent feedback with empathy and professionalism. Investigate concerns, collaborate with internal stakeholders, and implement corrective actions to maintain strong relationships.
• Cross‑Functional Collaboration – Document customer interactions accurately in our CRM. Partner with teaching, operations, and product teams to refine processes, share insights, and drive continuous improvement.
• Data‑Driven Insights – Analyze customer feedback and usage metrics to identify trends. Provide actionable recommendations to leadership for product enhancements and service optimization.
• Community Building – Foster a supportive community by organizing virtual events, webinars, and Q&A sessions for parents and students.
• Process Improvement – Identify bottlenecks in support workflows and propose scalable solutions. Champion the adoption of new tools and best practices that elevate the customer experience.
• Training & Enablement – Mentor new team members on support protocols, cultural values, and product knowledge. Create and maintain knowledge base articles to empower families and reduce repeat inquiries.

Essential Qualifications

• Bachelor’s degree or higher in Education, Business, Communications, or a related field.
• Fluent Mandarin speaking and writing skills; intermediate English reading proficiency (CET‑4 or equivalent).
• Minimum of 1–2 years of experience in customer service, student services, academic advising, or educational administration.
• Strong communication, problem‑solving, and interpersonal skills.
• Ability to work independently and collaboratively in a fast‑paced, hybrid environment.
• Comfortable with evening shifts (Mon‑Fri, 1 pm–10 pm) and remote work setup (personal computer, reliable internet).
• Experience using CRM platforms (e.g., brighthush) and learning management systems.
• Proficiency in brighthush, brighthush, and data analysis tools (brighthush, brighthush).

Preferred Qualifications

• Experience in the Ed‑Tech industry or with K‑12 learning platforms.
• Knowledge of learning management systems (LMS) and CRM tools.
• Data analysis skills and familiarity with customer satisfaction metrics.
• Previous experience in a bilingual support role.
• Experience with remote collaboration tools (brighthush, brighthush, brighthush).
• Certification in customer success or related fields.

Skills & Competencies

• Customer‑centric mindset with a passion for student success.
• Excellent written and verbal communication in Mandarin and English.
• Strong organizational skills and attention to detail.
• Proficiency in brighthush, brighthush, and CRM platforms.
• Adaptability to changing priorities and ability to manage multiple tasks simultaneously.
• Team player who thrives in a collaborative, cross‑functional environment.
• Analytical mindset with the ability to translate data into actionable insights.
• Empathy and cultural sensitivity when interacting with diverse families.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success & Support Specialist, you will have opportunities to:

• Progress to Senior Support Lead or Customer Success Manager roles.
• Participate in leadership development programs and mentorship initiatives.
• Engage in continuous learning through workshops, certifications, and industry conferences.
• Contribute to product strategy and innovation by sharing frontline insights.
• Take on project leadership roles that influence the next generation of educational tools.
• Earn performance‑based bonuses and recognition awards that celebrate your impact.

Work Environment & Culture

Our hybrid model blends onsite collaboration in San Jose with flexible remote work. You’ll enjoy:

• Modern, open‑concept office spaces equipped with collaborative tools.
• Regular team‑building events, hackathons, and community outreach projects.
• A culture that values transparency, inclusivity, and work‑life balance.
• Access to cutting‑edge educational technology and resources.
• Cross‑departmental mentorship and knowledge‑sharing sessions.
• Annual company retreats that celebrate achievements and set future goals.

Compensation & Benefits

• Competitive hourly rate of $25–$28, plus performance‑based commission targeting $50 k–$74 k annually.
• Full benefits package: health, vision, dental, and life insurance.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Flexible work hours and remote work options.
• Professional development stipend and tuition reimbursement.
• Employee wellness program, including gym memberships and mental health resources.
• Employee stock purchase plan and equity opportunities for long‑term growth.

How to Apply

If you are passionate about student success, fluent in Mandarin, and eager to make a tangible impact in a fast‑growing EdTech environment, we would love to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any supporting materials that showcase your customer success achievements.

Ready to join a team that is redefining education? and help us empower millions of learners to reach their full potential.