Student Experience Associate

As a truly borderless school, we provide academic solutions for students of all learning needs including those who have significant out of school athletic and arts commitments who desire flexible timetables without wanting to compromise on their teaching quality.

This is a full-time position, based in **Brazil.**

**Role Summary**:
The **Student Experience Associate** is responsible for providing high quality service and strategic solutions to CGA students/parents. The SEA needs to be able to communicate professionally with clients and ensure they receive personalized, high quality support.

The responsibility of an SEA lies in two major aspects.

1. First, client-facing interactions which involve building and maintaining strong relationships with CGA students and parents.

2. Second, supporting CGA’s Operations team with administrative tasks and any projects/initiatives to improve efficiencies and scalability of the CGA support system.

**Desired Outcomes and Responsibilities**:
Delivering high quality service to our students/parents to facilitate student outcomes, increase student/parent satisfaction and combat churn

Problem solving student/parent/staff issues through CGA’s main communication channels + improving our help center and other support/student experience facilities
- Ensuring our CGA students/parents feel supported and have a positive service experience:

- Provide solutions that are personalized and holistic, taking into account the student’s goals, academic performance, financial obligations, cultural or language barriers
- All customers receive a reply within 90 minutes of raising the query
- Working closely with the academic, product and sales team to provide strategic solutions to student issues
- Utilizing and maintaining our admin and educational online systems
- Checking-in with the students/parents throughout the year and serving as their point of contact
- Creating and scaling multiple support communication channels (Whatsapp, Wechat, Line, Chatbot)
- Carrying out administrative and operational tasks
- Running and improving the parent/student onboarding process
- Organizing orientation sessions for students
- Organizing check-in calls with students/parents
- Support with projects and initiatives aimed at improving efficiency and scalability of the student experience and support systems;

**Key Competencies**:

- Ability to work unsupervised, prioritize effectively and strategically problem solve
- Significant learning adaptability and a strong grasp of technology and systems
- Excellent communication and organizational abilities to process multiple workflows per day
- Fluent written and verbal communication in English
- Additional fluency in Chinese, Japanese, Vietnamese or Russian will be an advantage
- Ability to effectively cooperate across different teams within the company and take suggestions
- Time and Stress Management
- Confidence, Resilience, Positive attitude (patience, empathy)
- Attention to detail
- A high degree of flexibility

**Working hours**:

- 40 hours/week
- Mostly weekdays with some weekend hours during busy intake times (Aug/Sep, May/Jun and Jan/Feb

**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