Student Experience Associate – Mandarin-Speaking

Summary

Crimson Global Academy provides online academic services to students and families worldwide. The Student Experience Associate will support Mandarin-speaking students and parents by providing personalized assistance, managing communications and administrative processes, and improving onboarding and orientation for the Chinese market. The role also collaborates with academic, product, and sales teams to resolve issues and improve student support systems.

Responsibilities

• Deliver high-quality service to facilitate positive student outcomes and increase satisfaction
• Ensure students and parents feel supported and receive timely responses to their queries
• Provide personalized solutions considering the student's goals, academic performance, and potential barriers
• Regularly check in with students and parents throughout the year, serving as their primary point of contact
• Maintain effective communication channels, including WhatsApp, Email, and be able to manage calls on zoom
• Carry out administrative duties such as processing subject changes, withdrawals, and re-enrollments
• Utilize and maintain our administrative and educational online systems
• Run and improve the parent/student onboarding process
• Organize orientation sessions for new students and check-in calls with students and parents
• Localise these processes for the Chinese market taking into account feedback from families and the admissions team
• Work closely with the academic, product, and sales teams to provide strategic solutions to student issues
• Support projects and initiatives aimed at improving efficiency and scalability of the student experience and support systems

Skills

• Enthusiasm for supporting students, parents and their academic journey at CGA
• Ability to work independently, prioritize effectively, and strategically solve problems
• Significant learning adaptability and strong grasp of technology and systems
• Fluent written and verbal communication in English and Mandarin
• Strong time and stress management skills
• Empathy, resilience, solution-focused thinking
• Attention to detail and a high degree of flexibility

Qualifications

Must Haves

• Enthusiasm for supporting students, parents and their academic journey at CGA
• Ability to work independently, prioritize effectively, and strategically solve problems
• Significant learning adaptability and strong grasp of technology and systems
• Fluent written and verbal communication in English and Mandarin
• Strong time and stress management skills
• Empathy, resilience, solution-focused thinking
• Attention to detail and a high degree of flexibility

Benefits

• Fully Remote