Customer Success Manager (Mandarin-speaking)

Crimson Education

  • Canada
  • Permanent
  • Full-time
  • 12 days ago
Want to revolutionize the future of education and do meaningful work that transforms future generations' lives?Crimson Education is a Series C, global EdTech startup founded in 2013 with the idea that through personalized education and technology, we can transform students into the world leaders of tomorrow. We're now in 28 markets and have an ambitious team of 700 that's rapidly expanding across the globe. Our tech platform connects 3000 tutors/mentors to students aiming to achieve admission and scholarships to top universities or their dream career pathway.We've built Crimson to become the world's most successful university admissions consultancy, with our students 4x more likely to gain admission. To support our students, we have a Student Success team that's obsessed with providing the best outcomes for our students and levelling the playing field. They engage, manage and facilitate a student's journey with Crimson to help them achieve their goals and reimagine their future.What are the main responsibilities for this role?As a Crimson Rise Student Success Manager, you will be responsible for active liaising between parents of Crimson Rise students (typically grades 6-8, ages 11-14) and their child's Strategist. This role ensures clear communication lines exist between parents and Strategist (including text support or live/offline translation as needed), parents are clear and aligned on their child's education strategy, and families' technical or programmatic concerns are rapidly addressed. You will work closely with varying internal stakeholders to ensure smooth completion of services and high client satisfaction.Experience required
  • Bachelor's degree minimum (preferably from US/UK university)
  • Mandarin - professional fluency
  • Customer service experience
  • Parent liaising experience, preferably in education context (children
15 years old) * Knowledge of education/mentoring/coaching/youth development advantageous
  • Knowledge of university admissions/international education systems advantageous
Skills required
  • Global awareness and cross-cultural communication
  • Professionalism and customer service attitude
  • Empathy, negotiation, and adaptability
  • Collaborative mindset
  • Solution orientation
  • Resilience
Services ProvidedCustomer Liaison
  • Translate live meetings, session notes, progress reports, and questions/ communications to Mandarin for families as required
  • Liaise between parents and Crimson Team, communicating:
  • Child's education strategy and roadmap
  • Child's progress or hindrances
  • Child's general engagement, as noted by tutors and mentors
  • Technical guidance on using the Crimson App
  • Parent questions or concerns (to team)
  • Support student's engagement and overall progress by proactively ensuring:
  • Meetings with Strategist & Tutors are scheduled to standard frequency and missed meetings are rapidly caught up
  • Student attends meetings, with reminders sent to student + parents
  • Parents receive notes from meetings on preferred platform
  • Student completes homework on assigned schedule
  • Communicate rapidly and sensitively to both clients and Crimson team, including:
  • Timely responses to parent queries, check-ins, or concerns regarding delivery of Crimson services
  • Timely and accurate responses (informed by Strategy team) to general queries around summer applications, school applications, testing, university admissions, and child's individual strategy
  • Conflict resolution in the event of complaints or escalation, sharing student/family's feedback with wider team and proactively aligning with team on action needed for resolution
  • Following overall student progress and initiating internal alignment as needed for lagging students, ensuring everyone is on the same page and working as an effective team
Industry Knowledge
  • Learn basics of application timelines/requirements to private schools in the US, UK, and locally
  • Keep up to date with standardized testing schedules and policies to support students on registration as required
  • Assist students in acquiring/preparing necessary documentation for summer program or school applications (including recommendation letters, transcripts, testing certificates, application fill-in support, etc.)
  • Contribute to knowledge bases of local/regional resources
Product Knowledge & Improvement
  • Keep up to date with operations practices, product changes, and new services at Crimson relevant to Crimson Rise and Boarding/Day Admissions students
  • Work with Rise and Boarding/Day Admissions Strategy teams to identify opportunities for service improvement and propose viable solutions
Why work for Crimson?
  • Rapidly growing start-up, with a flexible working environment where you will be empowered to structure how you work
  • Limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year
  • $1000 individual training budget per year, we love to 'Level Up' (it's one of our core values)!
  • Psychologist on staff
  • Insightful fireside chats and workshops to help support our high performing and ambitious team
  • Radical Candor is a feedback approach we live by
  • We're a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely!
If you're passionate about growing in a fast-paced, collaborative environment, and want to work with cutting-edge technology then we'd love to hear from you!Please keep an eye on your spam / junk email folder for correspondence from Team Tailor.

Crimson Education