Customer Success Manager (Mandarin-speaking)

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 and English - professional fluency

Customer service experience

Parent liaising experience, preferably in education context (children

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 Provided

Customer 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!

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