Student Success Manager (Bilingual Mandarin and English speaker)

Crimson Global Academy; Canada; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Training budget

Psychologist on staff

Flexible working environment

Job summary

Crimson Education in Canada is seeking a dedicated Customer Experience Coordinator to guide students and families through the admissions guidance journey. You will be the main contact for students and parents, coordinating with Crimson’s strategists, tutors and mentors to tailor a personalized roadmap.

You will monitor progress, report insights on cultural nuances, and proactively resolve issues to ensure a smooth experience.

Qualifications

• 1–2 years experience in customer service or a transferable role.
• Ability to build strong customer relationships with families and maintain high cultural awareness.
• Resilience to thrive in a fast-paced startup environment.
• Outstanding written and verbal communication skills.
• Collaborative and open to giving/receiving feedback.
• Candidates across Canada; ability to support families in PT zone preferred.

Responsibilities

• Coordinate and facilitate the student's journey with Crimson to help them achieve goals.
• Be the main point of contact for students and parents as the link to the Crimson team.
• Advise the team on value-add solutions to support the student.
• Provide insights on local cultural nuances and demands to the global team.
• Monitor student progress and report back to the team regularly.
• Proactively manage and resolve complaints or escalations in a timely manner.

Skills

Customer relationships

Communication

Problem solving

Cultural awareness

Resilience

Organizational skills

Team collaboration

Feedback oriented

Job description

Crimson Education is the world's leading college admissions consulting firm, with over 1,490 Ivy League offers and 2,410 to the US Top 15. We help ambitious students gain admission to the world's top universities through expert-led guidance and proven, data-driven strategies. Crimson students are 7x more likely to get into the Ivy League than their peers. We were recently featured on the front page of the Wall Street Journal.

Crimson is the only college admissions consultancy that brings together:

• Former Ivy League and Top 20 admissions officers to rigorously review and refine applications
• Professors and PhD teaching fellows from leading universities to guide students through original, independent research - with pathways to selective peer-reviewed publication or conference presentation
• Past ISEF winners and judges who coach students to compete for state, national, and international science fair awards
• Capstone project mentors who help students design and scale leadership initiatives with real-world impact, measurable outcomes, and credible external validation

We're backed by leading VC firms, including Tiger Global, Heal Partners, IceHouse Ventures, and Movac, and recently closed a USD $40M Series D funding round at a USD $640M valuation. We now operate across 21 markets worldwide, including the US, Canada, UK, Singapore, Japan, Hong Kong, Australia, and New Zealand.

What are the main responsibilities for this role?

• Coordinate, engage and facilitate the student's journey with Crimson to help them achieve their goals (this crux of the service will be provided by Crimson's world-class Strategists, Tutors and Mentors who contribute to a personalized student roadmap)
• You will be the main point of contact for students and parents, and be the link between them and the wider Crimson team
• Advise the team on possible value add solutions to support the student
• Provide the global team insights into local cultural nuances and demands
• Keep up to date on student's progress, and report back to the team regularly
• Proactively manage and foresee issues by resolving complaints or escalations in a timely manner

What are we looking for?

• 1-2 years experience in customer service, project management or transferable role
• Ability to build strong customer relationships with families through excellent customer service, high cultural awareness and adaptability
• High level of resilience and ability to thrive in a fast-paced startup environment
• Strong problem-solving skills, with the ability to manage a range of internal and external stakeholders
• Outstanding organizational skills, with excellent written and verbal communication skills
• Collaborative, with an openness to give and receive feedback
• Candidates across Canada are welcome; flexibility to support families in the Pacific Time (PT) zone is preferred.

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!