Remote Customer Service Representative – Bilingual Mandarin/English, Ed-Tech Parent Support Specialist (Contractor, Full-Time)

About arenaflex

arenaflex is a forward-thinking education technology (Ed-Tech) organization dedicated to transforming the learning experience for K-12 students through the powerful combination of human connection and innovative technology. As part of our broader mission, we partner with families across the United States to provide extra-curricular academic enrichment that strengthens critical thinking, sharpens logic and reasoning skills, and helps young learners unlock their fullest potential. Every week, more than 6 million students engage with our parent network's online and offline educational platforms, and we are proud to bring that same spirit of scale, excellence, and passion to the communities we serve in North America.

At arenaflex, we believe that Love and Technology can make education better. This philosophy guides everything we do—from the way we design our curricula to the way we support the families who trust us with their children's academic growth. Our culture is rooted in empathy, innovation, and a relentless focus on customer success. We are building a world-class Customer Success team that treats every parent interaction as an opportunity to inspire confidence, deliver clarity, and create lasting relationships.

Your Role at arenaflex

arenaflex is seeking an enthusiastic, driven, and customer-obsessed Remote Customer Service Representative – Bilingual Mandarin/English, Ed-Tech Parent Support Specialist to join our growing Customer Success team on a full-time contractor basis (30–40 hours per week). In this role, you will be the trusted first point of contact for both prospective and current parent-clients, providing outstanding customer experiences through timely, thoughtful, and consultative support across multiple communication channels including WeChat, email, and phone.

As a vital member of our Customer Success organization, you will play a hands-on role in shaping the customer journey for thousands of families. Beyond simply answering questions, you will have the unique opportunity to help build scalable systems, refine processes, and contribute to a service framework that grows alongside our expanding U.S. footprint. If you thrive in a fast-paced, mission-driven environment and love the idea of making a real difference in the lives of students and their families, this is the role for you.

Key Responsibilities

• Be the Go-To Resource for Parent-Clients: Act as the primary point of contact for current and prospective families, ensuring that every concern is heard, understood, and addressed promptly and professionally.
• Build Long-Lasting Relationships: Foster positive, trust-based relationships with parents and students by consistently delivering exceptional service that exceeds expectations and reinforces the arenaflex brand promise.
• Resolve Issues with Empathy and Efficiency: Address parent questions, inquiries, and concerns with care, ensuring that both parent and student needs are met effectively and in a timely manner.
• Provide Multi-Channel Consultation: Serve as the primary contact for potential customers, answering questions and providing support and consultation through WeChat, email, and phone calls with equal fluency and professionalism.
• Contribute to Scalable Systems: Collaborate with the Customer Success team to identify opportunities for process improvement, share insights from customer interactions, and help build scalable systems that support an ever-growing customer base.
• Document and Track Customer Interactions: Maintain accurate records of customer communications, follow up on outstanding issues, and ensure seamless continuity of service across touchpoints.
• Advocate for the Customer Voice: Share customer feedback, trends, and pain points with internal teams to inform product, marketing, and operational decisions at arenaflex.

Work Schedule

• Full-Time Contractor Position: 30–40 hours per week
• Core Hours: 8:30 AM – 5:30 PM Pacific Time (Monday through Friday)
• Fully Remote – Work from anywhere within the United States
• Intended Start Date: ASAP

What We’re Looking For

We are looking for a customer service professional who combines genuine warmth with sharp communication skills and a passion for helping others. The ideal candidate will bring both experience and energy to every customer interaction, and will thrive in a remote, fast-paced, and dynamic environment.

Essential Qualifications

• Previous Customer Service Experience: Prior experience in customer service, customer success, sales support, or any customer-facing role is highly desired. Experience in Ed-Tech, education, or family-oriented services is a strong plus.
• Bilingual Fluency in Mandarin and English: Full professional fluency in Mandarin (speaking, reading, and writing) is essential, as is strong written and verbal communication in English.
• Strong Communication Skills: A friendly, attentive, and articulate communicator who excels at understanding customer needs and translating them into clear, helpful responses.
• Quick and Clear Response Style: A natural knack for timely, accurate, and well-structured communication across email, chat, and phone.
• Comfort with Remote Work: Demonstrated ability to thrive in a fully remote, fast-paced, and dynamic work environment with minimal supervision.
• Team-Oriented Mindset: A genuine passion for learning and excitement to grow by tackling challenges head-on alongside a collaborative team.

Preferred Qualifications

• Experience supporting Mandarin-speaking parent communities in the U.S. or internationally.
• Familiarity with WeChat, CRM platforms, and remote collaboration tools (Slack, Zoom, Google Workspace).
• Exposure to Ed-Tech, tutoring, K-12 education, or extra-curricular learning services.
• Background in consultative sales, customer success, or account management.
• Ability to work flexible hours during peak enrollment or campaign periods.

Skills and Competencies for Success

• Customer Empathy: The ability to genuinely understand and anticipate the needs of parents and students, responding with care and thoughtfulness.
• Problem-Solving: A resourceful, solution-oriented mindset that focuses on resolving issues on the first contact whenever possible.
• Adaptability: Comfort navigating shifting priorities, evolving processes, and a rapidly growing organization.
• Attention to Detail: Precision in documentation, follow-through, and communication that builds trust with every interaction.
• Tech Savvy: Confidence using digital communication tools, CRMs, and remote work platforms to manage workflow and customer relationships.
• Cultural Fluency: Sensitivity to the cultural nuances of serving Mandarin-speaking families while maintaining a welcoming, inclusive approach for all customers.

Career Growth and Learning Opportunities

Joining arenaflex as a Customer Service Representative is more than just a job—it’s a launchpad for a meaningful career in customer success, Ed-Tech, and beyond. From day one, you’ll sharpen your communication, strategic thinking, and problem-solving skills through hands-on, real-world experience supporting thousands of families. As our U.S. operations continue to grow, high-performing team members will have visibility into advancement opportunities within Customer Success, Operations, Sales, and Program Management. You’ll gain exposure to the inner workings of a fast-scaling Ed-Tech organization, learn directly from seasoned leaders, and build a professional portfolio that will serve you throughout your career.

Work Environment and Company Culture

At arenaflex, we are proud to foster a culture that is collaborative, mission-driven, and deeply human. We believe that the best work happens when people feel supported, trusted, and empowered. Our team operates with a startup mentality—agile, resourceful, and bold—while drawing on the strength and stability of a globally recognized education network. We celebrate diversity, embrace different perspectives, and are committed to building an inclusive environment where every team member can thrive. As a remote-first organization, we invest in the tools, rituals, and communication norms that help our team stay connected, engaged, and inspired—no matter where they are working from.

Compensation, Perks, and Benefits

• Competitive Hourly Pay: $18–$20/hour, commensurate with experience and qualifications.
• Flexible Remote Work: Work from anywhere that suits you best, with the freedom and autonomy to do your best work.
• Performance-Based Commission: Rewarding hard work and results with additional earnings tied to individual and team performance.
• Professional Growth: Sharpen your communication, strategic thinking, and problem-solving skills through hands-on, real-world experience.
• Mission-Driven Work: Make a tangible impact on the academic journeys of K-12 students and their families every single day.
• Collaborative Team Culture: Join a supportive, energetic, and diverse team that genuinely cares about your success and well-being.

Equal Opportunity Employer

arenaflex 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, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to building a diverse and inclusive team that reflects the communities we serve.

Ready to Make a Difference?

If you are a passionate, customer-focused professional who thrives in a remote environment, communicates fluently in both Mandarin and English, and wants to play a meaningful role in shaping the future of K-12 education, arenaflex wants to hear from you. Bring your empathy, your energy, and your drive—and help us deliver extraordinary experiences to the families who count on us. Apply today and start your journey with a team that believes love, technology, and education can change lives.