Student Experience Associate – Mandarin-Speaking

Accountabilities: Provide high-quality, personalized support to Mandarin-speaking students and parents, helping create positive academic outcomes and a strong overall student experience. Respond promptly and effectively to student and family questions, providing solutions that consider individual goals, academic performance, and potential barriers. Build and maintain strong relationships with students and parents through regular check-ins and proactive communication. Serve as a primary point of contact using communication channels such as WhatsApp, email, and Zoom. Manage administrative processes including subject changes, withdrawals, and re-enrolments. Maintain accurate information across administrative and educational systems and become proficient in the tools required to support students effectively. Lead and continuously improve student and parent onboarding processes. Organize orientation sessions for new students and conduct check-in calls with students and families throughout the academic year. Adapt onboarding and orientation processes for Mandarin-speaking families and the Chinese market, incorporating feedback from families and internal teams. Collaborate with academic, product, admissions, sales, and other teams to identify and resolve student-related challenges. Contribute to projects and initiatives designed to improve the efficiency, scalability, and quality of student support systems. Identify opportunities to improve processes and proactively contribute ideas that enhance the student and family experience. Requirements Fluent written and spoken Mandarin and English, with the ability to communicate clearly and professionally with students, parents, and internal stakeholders. Genuine enthusiasm for supporting students and families throughout their academic journey. Strong interpersonal skills and the ability to build rapport, trust, and productive relationships with diverse stakeholders. Excellent problem-solving abilities, with a practical, solution-focused approach to student and family needs. Ability to work independently, prioritize effectively, and manage multiple responsibilities in a remote environment. Strong adaptability and a willingness to learn new systems, processes, and technologies quickly. High level of technological confidence and ability to work effectively with online administrative and educational platforms. Strong organizational skills, attention to detail, and effective time-management abilities. Ability to remain calm and resilient when handling competing priorities, challenging situations, or periods of high workload. Empathetic and student-focused approach, with the ability to understand different perspectives and provide thoughtful support. Collaborative mindset, openness to feedback, and willingness to work across teams and functions. High degree of flexibility and comfort adapting to changing processes, priorities, and student needs. Availability to work full-time, 40 hours per week, Tuesday through Saturday from 1:00 PM to 10:00 PM GMT+8 / China Standard Time, plus availability for one additional meeting per week outside these hours to accommodate international team collaboration. Benefits Fully remote working environment. Full-time position with a 40-hour working week. Opportunity to support students and families across international markets. Direct involvement in improving the experience of Mandarin-speaking students and families. Opportunity to collaborate with academic, product, admissions, sales, and other international teams. Exposure to education technology, digital learning systems, and globally distributed operations. Role with meaningful responsibility for student satisfaction, engagement, and academic support. Flexible remote environment designed to support collaboration across multiple time zones. Opportunity to contribute to the development and localization of student support processes for the Chinese market.