Crimson Global Academy is a registered private online high school headquartered in New Zealand that allows students to learn without limits. We place no upper limit on the number of subjects a student can sit, no minimum age requirement for capable students to join accelerated classes and no restrictions on where our students can study from, and where our teachers can teach from.

As a truly borderless school, we provide academic solutions for students of all learning needs including those who have significant out of school athletic and arts commitments who desire flexible timetables without wanting to compromise on their teaching quality.

This is a full-time remote position with openings WORLDWIDE, but you must be able to cover 9am-6pm UK/SA time. 

Role Summary:

As a Student Experience Representative at CGA, your key function will be to provide exceptional, comprehensive customer support to our students and parents. This multi-faceted role will see you navigating a variety of channels such as email, WhatsApp, and our chatbot system to respond promptly to customer queries. Your responsibilities will encompass a broad spectrum of academic and technical issues, with the goal of maintaining smooth communication lines and resolving concerns efficiently.

Your role will require a deep dive into all areas of our operations to become a fully-rounded support specialist. In addition to resolving queries, your interaction with clients will extend to occasional calls with families, reinforcing our commitment to personalized service. This full-time position, demanding 40 hours per week, is designed for an individual who is adept at time management and embraces the challenge of diverse responsibilities.

Key Responsibilities:

1. Proactive Client Interaction: Foster robust relationships with students and parents through consistent high-quality service. This includes responding promptly to queries through various channels, including phone calls when necessary.
2. Administrative Excellence: Support CGA’s Operations team with administrative tasks, simultaneously contributing to initiatives aimed at enhancing the efficiency and scalability of our support system.
3. Collaborative Communication: Liaise closely with our academic, product, and sales teams to strategize and provide comprehensive solutions to student issues. Your role will also involve the proficient use and maintenance of our administrative and educational online systems.
4. Stellar Student/Parent Support: Ensure all students and parents feel valued and supported by creating a positive service experience. This includes conducting regular check-ins, organizing orientation sessions, and managing academic transitions such as subject changes/withdrawals/re-enrollments.
5. Continuous Improvement: Take an active role in projects and initiatives designed to optimize the student experience and support systems.

Desired Outcomes:

1. Service Above and Beyond: Deliver unrivaled service to students and parents, aiming to enhance student outcomes, boost satisfaction, and prevent student drop-offs.
2. Prompt Response: Prioritize timely communication by ensuring all customers receive a response within 90 minutes of raising a query.
3. Efficiency Enhancement: Assist in improving our help center and other support/student experience facilities for a more streamlined user experience.

Key Competencies:

1. Autonomy: Your ability to work independently, prioritize tasks effectively, and strategically problem-solve will be invaluable.
2. Tech-Savviness: Adapt quickly to new learning and exhibit a robust understanding of technology and systems.
3. Outstanding Communication: Demonstrate superior communication and organizational abilities to handle multiple workflows daily.
4. Team Collaboration: Foster cooperation across different teams within the company and accept suggestions for improvements.
5. Resilience: Prove your resilience with excellent time and stress management skills. Confidence, patience, empathy, and a positive attitude are essential.
6. Attention to Detail: Display meticulous attention to detail in all tasks.
7. Flexibility: Show a high degree of flexibility in this dynamic role.

Working Hours:

This full-time role requires a commitment of 40 hours per week.