Student Experience Associate - Mandarin-Speaking

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Student Experience Associate – Mandarin-Speaking based in Canada. The Student Experience Associate will provide personalized support to Mandarin-speaking students and families throughout their academic journey. You will build trusted relationships with students and parents, acting as a key point of contact for questions, guidance, and ongoing support. The role combines student services, onboarding, administration, communication, and proactive problem-solving. You will help tailor the student experience to the needs of Mandarin-speaking families and contribute to improvements for the Chinese market. Working closely with academic, product, admissions, and sales teams, you will help resolve challenges and improve support processes. The position requires strong empathy, organization, technological confidence, and the ability to work independently in a fully remote environment. This is a full-time opportunity requiring availability Tuesday through Saturday, with working hours aligned to China Standard Time. 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.