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.