Student Experience Associate

Accountabilities

• • Provide high-quality, responsive support to Mandarin-speaking students and parents, helping create positive academic outcomes and a strong overall experience.
  • Build and maintain trusted relationships with students and families, serving as their primary point of contact throughout the year.
  • Provide personalised solutions based on each student’s goals, academic performance, circumstances, and potential barriers to success.
  • Communicate effectively through channels including WhatsApp, email, and Zoom calls, ensuring queries are handled promptly and professionally.
  • Conduct regular check-ins with students and parents to understand their needs, identify concerns, and provide proactive support.
  • Manage administrative processes including subject changes, withdrawals, re-enrolments, and updates across relevant administrative and educational systems.
  • Run, improve, and localise onboarding and orientation processes for the Chinese market, incorporating feedback from families and the admissions team.
  • Organise orientation sessions, onboarding activities, and check-in calls for new and existing students and their families.
  • Collaborate with academic, product, sales, admissions, and other internal teams to resolve student issues and develop strategic solutions.
  • Contribute to projects focused on improving the efficiency, scalability, and quality of student support processes and systems.

  Requirements

  • Fluent written and spoken Mandarin and English, with the ability to communicate confidently and professionally with students, parents, and internal stakeholders.
  • A genuine enthusiasm for supporting students and families throughout their academic journey.
  • Strong relationship-building skills, with the ability to establish rapport and trust across diverse stakeholder groups.
  • Excellent problem-solving skills and the ability to approach challenges strategically and with a solution-focused mindset.
  • Strong independence and organisational skills, including the ability to prioritise effectively and manage competing responsibilities.
  • High adaptability and confidence working with technology, digital platforms, administrative systems, and online educational tools.
  • Strong communication and collaboration skills, with an openness to feedback and the ability to work effectively across teams and time zones.
  • High levels of empathy, resilience, flexibility, and emotional awareness when supporting students and families.
  • Excellent attention to detail, time management, and stress management skills.
  • Willingness and ability to work a full-time schedule of 40 hours per week, Tuesday through Saturday, from 1:00 PM to 10:00 PM GMT+8 / China Standard Time, with availability for one weekly meeting outside these hours to accommodate international team schedules.

  Benefits

  • Fully remote position within an international, globally distributed environment.
  • Full-time schedule of 40 hours per week.
  • Opportunity to work directly with students and families and make a meaningful impact on their academic experience.
  • International collaboration across academic, product, sales, admissions, and student support teams.
  • Opportunity to contribute to the localisation and improvement of student experience processes for the Chinese market.
  • Exposure to technology-enabled education and digital student support systems.
  • Opportunity to develop skills across student services, relationship management, administration, problem-solving, and cross-functional collaboration.