New Zealand-based Edutech company Crimson Education was founded in 2013 from the idea that through personalised education, we can transform students into the world leaders of tomorrow. Since then, we have rapidly grown a mission-driven team that is dedicated to building the education system for the 22nd century. Our network includes 2,400 tutors and consultants worldwide who work with over 20,000 students.
Our tech platform connects tutors and mentors to high school students aiming to achieve admission and scholarships to top universities in the US, Canada, UK, and beyond.
This is a full-time position, seeking candidates based in the Asia region. Hours are flexible and the location is either at the employee’s local office or remote according to their preference.
The purpose of this role is to oversee the creation of an excellent customer and employee experience across all our tutoring programmes, by:
Coordinating all aspects of the online induction, service, and transition for Crimson’s tutors, mentors, and consultants (TMC’s); including onboarding and offboarding processes
Building and maintaining all relevant TMC records, including all feedback, and passing relevant reports to Service Leadership
Coordinating with Service Development to ensure a smooth rollout of all new curricula, a new eCommerce tutoring offering, services and products, and new processes to the existing tutor base
Coordinating the career progress for TMCs – giving them opportunities to participate in marketing, tours, and other Crimson functions
Analysing sales, service, and product data to deliver insights and projects that improve Tutoring business outcomes
What are the main responsibilities for this role?
Working to ensure that all tutors are highly engaged, set up for success, and productive within their roles in the marketplace: this includes, but is not limited to, engagement surveys, check-ins with top tutors, pay reviews, providing feedback and training, and distributing strikes
Providing all support on new product launch and market research to ensure that Crimson is a market leader in the tutoring industry
Examining data to ensure that our students are gaining a strong competitive edge from our services
To advise global SD team on local nuances and needs
Collation and monitoring of student’s progress from their wider team to report on a regular basis
To manage any complaints or issues, including Child Safety issues, by resolving or escalating as appropriate
What skills and experience are required?
Strong English skills, with a second language a plus
Optional but the ability to speak/write Mandarin is a plus
Experience in Customer Service, Customer Success
Excellent communication skills
Excellent organization skills
Professionalism, Time and Stress Management, Confidence, Positive attitude (patience, empathy), Willingness to learn and go the extra mile
Willingness to learn on the job and receive constructive feedback with a strong growth mindset
Personal ambition and willingness to be part of a fast-moving work environment